Customer Service Specialist

Job Description:

• Support customers across multiple brands by phone, email, web forms, and live chat
• Provide knowledgeable, accurate, timely, and friendly responses
• Resolve issues using sound judgment, including offering replacements, refunds, or credits
• Escalate issues when needed
• Answer questions about knitting, crochet, and quilting tools, techniques, and patterns
• Enter orders and update account details using in-house systems
• Track shipments and explain return processes
• Write clear, thoughtful responses reflecting the company brand voice
• Collaborate with teammates and other departments to resolve customer issues
• Take on special projects or additional tasks as needed
• Learn product lineups across 7+ brands and order and ticketing systems
• Handle complex tickets, apply exceptions, and write personalized responses requiring research or collaboration
• Report to the Director of Customer Experience

Requirements:

• 2+ years recent experience handling customer contacts by chat, email, and phone for an online retailer
• Experience resolving order, shipping, and return issues independently, with minimal oversight
• Familiarity with knitting, crochet, or quilting tools and techniques
• Strong computer and web navigation skills; comfortable adapting to new systems
• Proficiency with Microsoft Office
• Clear, accurate writing with strong spelling, grammar, and attention to detail
• Collaborative, adaptable, and comfortable multitasking in a fast-paced environment
• Experience with Zendesk or similar customer service platforms preferred
• Experience with NetSuite, Shopify, or other order management systems preferred
• Advanced knitting or crochet knowledge, with ability to read, troubleshoot, and explain patterns preferred
• Available to work Saturday–Wednesday, 8:30 a.m.–5:00 p.m. PT

Benefits:

• Multiple medical, dental, and vision plan options after 30 days, with company contributions to premium costs
• Healthcare Savings and Flexible Spending Accounts
• Company-paid Life, Short and Long-Term Disability, and worldwide travel assistance benefits
• Voluntary life and income replacement plans
• 401(k) Retirement Savings Plan with Employer Match
• Paid time off and holiday pay
• Employee discounts at all Local Crafts companies
• Fully remote work
• Regular full-time schedule
• Work across multiple well-loved craft brands
• Broaden craft industry expertise across multiple brands