Customer Success Specialist

About EcoEnclose EcoEnclose is on a mission to transition the world to truly sustainable packaging. We serve forward-thinking businesses who ship, box, wrap, and tape – helping them minimize the environmental impact of their packaging. We do this by working with the world’s best packaging suppliers, innovating towards better solutions, and delivering more sustainable options + logistics excellence to our customers. We seek energized problem-solvers who want to do good business and do good. About this Position We are seeking a compassionate, solutions-driven Customer Success Specialist to join our team. This full-time, hybrid role is ideal for someone who thrives in a fast-paced, service-oriented environment. You will support customers across email, phone, and consultations—providing sustainability guidance, packaging recommendations, design support, and logistics coordination. As an EcoAlly, you’ll deliver thoughtful, creative solutions that help mission-driven businesses ship their products in ways that reflect their values. This role is perfect for someone who is passionate about the environment, committed to customer and team success, and eager to grow within a team that prioritizes exceptional service. Success in This Role Means: Engage with at least 100 customers each week through email, phone, and consultations, delivering timely, accurate, and personable support that reflects EcoEnclose’s values. Strengthen long-term relationships and retain existing customers by proactively identifying their needs, resolving challenges, and reinforcing EcoEnclose as a trusted sustainability partner. Help convert new customers through offering knowledgeable, confidence-building support that makes their onboarding and purchasing journey seamless and successful. Set clear, realistic expectations around timelines, processes, and deliverables to ensure customers feel informed, confident, and cared for at every step. Consistently maintain a 4.95+ out of 5 star satisfaction rating by providing clear, thorough, and solutions-oriented guidance that exceeds customer expectations. What You’ll Get: As a part of the EcoEnclose team, you'll have access to a range of benefits designed to support you both professionally and personally. We are committed to providing a positive, inclusive work environment, competitive benefits, and opportunities for growth—all while making a difference in the world through sustainable practices. Competitive salary with opportunities for growth = $48k - $58k + bonus 401k plan with company matching Health insurance , including medical, dental, and vision Paid time off (PTO) 7 Paid holidays + business days between Christmas and New Year’s Day Located in Louisville, CO (between Boulder & Denver) Flexible - hybrid work environment (3 days in office, 2 days remote) Access to remote work weeks to promote work-life balance Life Insurance, Short-term and long-term disability benefits Opportunities to contribute to sustainability and be part of an eco-focused mission A close-knit, collaborative team environment with a culture of growth and development A supportive team that values creativity, problem-solving, and making an impact Key Responsibilities: Provide expert order assistance by offering product and sustainability recommendations, aligning their packaging with their brand needs and values, and building accurate orders. Handle a diverse range of customer needs across multiple channels, ensuring timely, accurate, and thoughtful responses. Coordinate cross-functionally with internal teams to address special customer needs, resolve issues, and maintain smooth, high-quality customer experience. Ensure customers feel supported from start to finish through every stage of their experience, from initial inquiry to delivery. Drive continuous improvement by identifying gaps, flagging issues, and contributing insights that enhance efficiency and service quality. Reports to Customer Success Manager Qualifications Strong written and verbal communication skills, with the ability to collaborate effectively across teams. Proactive problem-solver and self-starter who can anticipate customer needs and navigate a fast-changing environment. Professional, positive, and customer-focused attitude, with genuine enthusiasm for supporting customer success. Commitment to sustainability and interest in advancing sustainable eCommerce practices. Highly organized with strong attention to detail, able to manage multiple priorities and work with a sense of urgency. 1-2 years of retail or office experience is preferred Comfortable with G-Suite and ticketing systems; experience with Gorgias, BigCommerce, Adobe Illustrator, or ShipStation is a plus. Adaptable, eager to learn, and open to growth. #J-18808-Ljbffr EcoEnclose