Customer Service Specialist

The Customer Support Specialist is the frontline voice for Waggle for every customer who purchases through our website. This role is responsible for managing all inbound email and phone communication related to e-commerce orders—from pre-purchase questions to post-delivery follow-ups and everything in between. You’ll serve as the go-to problem solver for customers by navigating shipping questions, order changes, returns, exchanges and product-related inquiries.

This role will report to the Sales Support Manager.

• Customer Communication & Support
  • Serve as the primary point of contact for all customer inquiries related to online orders via email and phone
  • Help identify opportunities to improve customer communication, FAQs, policies or internal workflows based on real customer feedback
  • Maintain details and organized records of customer interactions, orders and resolutions within customer service systems
• Return/Exchange Processing
  • Process returns, exchanges, refunds and order adjustments in accordance with company policies while maintaining a positive customer experience
  • Handle all returned packages including unboxing, identification and inspection
  • Update systems to accurately reflect returned items ensuring accurate warehouse inventory counts
• Cross Functional Operations
  • Collaborate with fulfillment, e-commerce and retail teams to resolve shipping issues, inventory discrepancies
  • Identify recurring customer questions, order issues or process breakdowns and communicate insights to internal teams
  • Support Waggle sponsored events as needed
  • Other duties as assigned

• High school diploma or equivalent. Bachelor’s degree preferred
• Excellent problem-solving, listening and communication skills
• Proficient in Microsoft Office Suite
• Comfortable lifting and moving packages weighing 40+ lbs and alternating between sitting and standing throughout the shift

• Comfortable in dynamic, fast-growth environments with changing priorities
• Familiarity with warehousing, order tracking and inventory platforms like shopify, ship station and Power BI
• Simple IRA and/or Roth with company match
• Employer-Sponsored Life/AD&D Insurance
• Compensation: $45,000 - $55,000 annually depending on experience.