Location: Remote

About the Role

We’re looking for a warm, solutions-focused Customer Service & Pro Partner Support Specialist to care for both our retail customers and our professional partners. This role is the front line of our brand experience: answering questions, resolving issues, and making it easy for our community to love working with us.

You’ll manage phones, chat, and email, support order changes and replacements, and be a key partner to our pros by handling their day-to-day needs with clarity, speed, and a genuinely positive vibe.

Core Responsibilities

Customer Service – Retail & Pro Partners

• Respond promptly to customers and pro partners via phone, chat, and email
• Deliver a high-touch, friendly experience that reflects our brand and makes customers (both retail + professional partners) feel valued and cared for
• Monitor and help resolve Customer Trouble Tickets
• Research and resolve order, shipping, and product questions with clear, proactive communication
• Own Active Campaign (CRM System) tasks related to student approvals and data integrity

Order Management & Support

• Add items to current orders or help adjust existing orders for pro partners
• Enter replacement orders and process occasional payments for manual orders
• Update tracking information ensuring customers and pros receive accurate updates

Knowledge Base & Process Maintenance

• Maintain and update the Customer Service FAQ Database so the team has clear, current answers
• Flag recurring issues or trends and share feedback with the team to improve processes and the customer/pro experience

Qualifications

• Experience in customer service, account support, or a related role
• Comfortable working across multiple channels (phone, chat, email) and tools (e.g., Shopify, or similar platforms)
• Strong written and verbal communication skills
• High attention to detail when entering orders and updating information
• Ability to juggle multiple requests, prioritize, and follow through without dropping details

Who You Are

• You bring a consistently positive, upbeat energy to customers, pros, and teammates
• You genuinely enjoy helping people and turning problems into easy wins
• You are calm under pressure and solutions-oriented when things change or issues arise
• You’re a team player who collaborates well and is open to feedback and continual improvement