Customer Experience Specialist - Ecommerce Support

Woodpeckers Crafts is a New Jersey–based ecommerce company that sells craft parts through its own website and several online marketplaces.

They are looking for a full-time Customer Experience Specialist to join their customer service team and support customers across phone, email, live chat, and marketplace messages.

This is a customer-facing role for someone with excellent English, strong judgment, and a calm, empathetic communication style. Most inquiries are standard ecommerce topics, such as order status, shipping, damaged items, delivery delays, product questions, and custom product requests. However, the team also needs someone who can handle more complicated situations, understand the full customer history, and find a thoughtful solution when there is no simple script to follow.

The company is also improving its customer support processes, so someone with a tech-savvy mindset and interest in AI chatbots, automation, or workflow improvements would be a strong plus.

Responsibilities

• Respond to customer inquiries through phone, email, live chat, and marketplace platforms.
• Handle ecommerce support topics such as tracking, shipping, damaged products, delays, returns, product questions, and custom requests.
• Review customer history and internal notes to resolve more complex or sensitive cases.
• Communicate with customers in a clear, polished, professional, and empathetic tone.
• Coordinate with the internal team through Microsoft Teams and Outlook.
• Learn the product catalog and help customers understand available options.
• Identify repetitive questions, process gaps, or workflow inefficiencies, and suggest improvements.
• Support the improvement of customer service tools, chatbot flows, automated responses, or basic workflows when possible.

Requirements

• Experience in customer service, customer support, or customer experience.
• Excellent spoken and written English.
• Comfortable switching between phone, chat, email, and marketplace messages.
• Strong problem-solving skills and ability to stay calm with frustrated customers or busy support days.
• High attention to detail when reviewing orders, messages, and customer histories.
• Comfortable working remotely with a small, collaborative team.
• Availability to work full-time with strong overlap with Eastern Time.
• Ecommerce support experience is preferred, but strong customer service experience from other industries can also be considered.