Customer Experience & Ecommerce Specialist

Job Description

Job Description

About the Role
Mr. Beer is looking for a friendly, dependable Customer Support & Homebrew Specialist who enjoys helping people, solving problems, and learning new things.

Customer service is the heart of this role. You’ll help customers with orders, products, troubleshooting, reviews, general questions, and occasional customer interactions on our social media channels.

Homebrewing knowledge is a plus, but it is not required. We are happy to train the right person. What matters most is that you are personable, curious, comfortable communicating with customers, and willing to become knowledgeable about our products and the brewing process.

Over time, this role can also include hands-on brewing, recipe testing, product feedback, educational content, and other projects tied to beer and homebrewing.

What You’ll Do

• Help customers with product, order, shipping, and troubleshooting questions
• Respond to customer support tickets, product Q&A, and reviews
• Monitor our social media accounts for customer questions and comments, and respond or engage when appropriate**
• Process a small number of retail and wholesale orders
• Handle routine replacements, refunds, and follow-up
• Learn Mr. Beer products and homebrewing fundamentals
• Help customers understand brewing products and processes
• Assist with recipe testing and new product evaluation
• Contribute ideas for FAQs, articles, product information, and customer education
• Help us identify common customer questions and opportunities to improve the customer experience
• Take on additional brewing and product projects as your knowledge grows

What We’re Looking For

• Strong customer service and people skills
• Friendly, patient, and professional communication
• Good written communication
• Comfortable interacting with customers in public-facing channels such as social media
• Strong follow-through and attention to detail
• Comfortable learning new products, systems, and processes
• Able to work independently and take ownership of customer issues
• Comfortable using ecommerce platforms, customer service software, social media platforms, and basic spreadsheets
• An interest in beer, brewing, food, DIY hobbies, or learning how things work is a plus