Customer Support Specialist

We are seeking a detail-oriented and customer-focused Customer Experience & E-commerce Coordinator to support day-to-day operations across multiple storefronts. This role is ideal for someone who thrives in a fast-paced, creative environment and enjoys delivering a high-touch experience to premium clientele, particularly in the wedding and events space. You will serve as the primary point of contact for customer inquiries while also supporting e-commerce operations, social media, and administrative tasks. This role requires strong written communication, sound judgment, and the ability to work independently with minimal oversight. Customer Support & Order Management Manage customer inquiries across Marsupial Papers (website and email), Etsy, and Nexcards Respond to quote requests, product questions, timeline inquiries, and order status updates Provide a high-quality, personalized customer experience for wedding clients E-commerce & Operations Support Update and manage Etsy listings and product listings on website Assist with order coordination and general storefront maintenance Handle invoicing, including creating, sending, and tracking invoices Social Media Support Post content on Instagram for company papers Assist with caption writing and content scheduling (scope to be finalized during onboarding) Ad Hoc Projects Support outreach efforts to wedding planners in target markets (Washington DC and Houston) Execute small operational projects as needed Future Scope (Phase 2) Support cold outbound efforts to wedding planners using structured outreach playbooks Must haves Excellent written English with a warm, professional tone Strong customer service mindset with patience and attention to detail Experience working with e-commerce platforms, particularly Etsy Familiarity with Instagram posting, captions, and scheduling tools Comfortable managing invoicing processes Highly self-directed with the ability to work independently Strong judgment and ability to handle nuanced customer scenarios Nice to haves Experience in weddings, events, hospitality, or other high-touch service industries Background in stationery, print-on-demand, or design-related businesses Basic design sensibility and brand awareness Familiarity with Pinterest as a marketing or sales channel Experience with cold outreach or lead generation Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes: Permanent remote work flexibility Paid Time Off Health Maintenance Organization (HMO) coverage Annual performance bonuses Dedicated coaches offer an extra channel of support and skill-building Opportunities for professional growth #J-18808-Ljbffr