Customer Success Agent

Customer Success Agent

We're growing, and we're looking for our next Customer Success team member to join us in-office. In this role, you'll be the go-to person for our customers answering calls, helping walk-ins at the counter, managing orders, and making sure returns and refunds are handled smoothly and fairly. You'll also help keep our product info and knowledge base accurate so customers always get the right answer, fast. This isn't just a support role it's a growth path. You'll start by learning the fundamentals of how we take care of our customers, then grow into owning more of the process: streamlining how we work, picking up new tools, and eventually helping us build smarter, AI-assisted ways of doing things. We're looking for someone who's a clear communicator, detail-oriented, dependable, and good under pressure someone who genuinely cares about getting customers to a great outcome.

Responsibilities:

Ticketing & Order Support

• Master the Gorgias / Alhena ticket workflow and BigCommerce order management
• Independently handle routine customer communication, order support, and inbound calls
• Must be able to handle the walk-in customers that come to the counter

Refunds & Returns

• Own the refund process end-to-end returns, exchanges, and refunds within approved guidelines
• Streamline the refund experience for customer satisfaction

Product Content & Knowledge Base

• Keep product content and the knowledge base (FAQs, canned responses) accurate and current across BigCommerce and Gorgias / Alhena

Growth & Development

• Deepen product knowledge and handle more complex customer scenarios over time
• Build toward independence by developing new AI-assisted workflows using experience gained on the job

Qualifications & Skills:

• Minimum Education Requirement: High school diploma or equivalent.
• Customer service experience preferred.
• Excellent written and verbal communication skills, with the ability to build rapport, project a professional tone, and provide clear, concise information.
• Strong interpersonal skills and the ability to work effectively with both internal and external customers.
• Customer-focused approach with the ability to communicate clearly and empathetically across phone, email, and chat.
• Ability to professionally de-escalate and resolve customer concerns.
• Strong attention to detail and accuracy, particularly in order handling, refunds, and product/pricing information.
• Good memory and ability to retain and apply information effectively.
• Strong multitasking, organizational, and prioritization skills in a fast-paced environment.
• Strong ownership and follow-through, including reliable follow-up on open tickets and customer commitments.
• Effective cross-functional collaboration with Sales, Warehouse, and the Operations Support Team.
• Proficient in computer and data entry skills, including Microsoft Word, Excel, Outlook, Internet Sales, and related systems.
• Comfortable learning new tools and adapting to evolving workflows, including Gorgias, Alhena, and AI-assisted processes.
• Demonstrates sound judgment in determining when to resolve an issue independently and when to escalate it.
• Dependable attendance and punctuality.
• Demonstrates a strong work ethic and aligns with the company's core values.
• Treats all team members with professionalism and respect.

Benefits:

• Medical, dental, and vision insurance
• Life insurance
• 401(k)
• Paid holidays
• Paid vacation, sick time/personal time off
• Employee discount program
• Employee Assistance Program (EAP)
• Flexible Spending Account
• Health Savings Account