Customer Support Specialist

Job Description

Job Description

About the Role

We're looking for a sharp, quick-thinking people-person with a genuine passion for coffee to join Java Planet Organic Coffee Roasters' front-line support team.

You'll be the friendly, knowledgeable face (and voice!) our customers turn to — whether they're chatting with us in person, messaging us online, or reaching out with a question or concern.

Beyond day-to-day support, you'll have the opportunity to get involved in our social media and marketing efforts — helping create posts and content, building relationships with affiliates and influencers, and playing a real part in how the world discovers our coffee.

You'll work with a tight-knit team that cares deeply about producing great coffee and supporting each other to do it well. If you love connecting with people, solving problems, picking up new things fast, and geeking out over great coffee, we want to meet you.

What You'll Do

• Bring energy and enthusiasm to every customer interaction, in person and through online channels (chat, email, social media messages)
• Answer questions about our products, orders, and coffee recommendations with genuine care and understanding
• Troubleshoot and resolve customer issues quickly and professionally
• Represent our brand voice in every interaction — friendly, knowledgeable, and authentic
• Use our software and computer systems confidently to manage orders, tickets, and customer records
• Support (or grow into supporting) our social media presence — helping brainstorm and create posts, photos, and content that showcase our coffee and brand
• Help build and maintain relationships with affiliates and influencers, from outreach and communication to coordinating partnerships and tracking how they're performing
• Engage with our online community — responding to comments and messages, and helping keep our social channels active and on-brand

What We're Looking For

• Excellent communication skills — you're a natural conversationalist who listens well and explains things clearly
• A love of coffee — you don't need to be a barista, but you should genuinely enjoy the product and the culture around it
• People-first mindset — you enjoy talking to people and helping them, whether it's a quick question or a tricky issue
• Comfort with technology — you pick up new software and tools easily and are comfortable working across multiple platforms
• Bonus: experience creating social media content or working with affiliates/influencers — or a strong interest in learning these skills
• Sharp and a quick learner — you ask good questions and catch on quickly
• Team player — you thrive working closely with a small, dedicated team that's all pulling in the same direction
• Dependable, cheerful, and always ready to lend a hand

Why You'll Love Working Here

• Free coffee — because you should love what you sell
• A close-knit team that works together, supports each other, and takes pride in producing great coffee
• Real growth opportunities — show us you can learn, and we'll give you more training and hand you more responsibility, especially in marketing
• Profit sharing — when we win, you win
• Paid holidays and personal days off — because life happens and rest matters