About The Role

As a member of our Customer Support Team, the Customer Support Associate will help handle cases by ensuring customers have an exceptional overall experience with their purchase of 100 Thieves and Higround products. In this role, the primary responsibility is to resolve customer issues by communicating clearly, providing excellent customer service, and a positive perspective. You will analyze trends, identify gaps, and design simple, effective support interventions that improve our customers' experience. This position requires a part-time schedule (approximately 20 hours/week with at least one weekend day required and more hours on drop days).

Requirements

• High School diploma or equivalency certificate preferred
• 1 year of customer support experience preferred
• Ability to demonstrate empathy and prioritize customer issues
• Shopify, Shipbob, Ware2Go and/or Gorgias knowledge is a plus
• Proactive self-starter and strong organizational skills
• Willingness to learn new tasks
• High attention to detail

Responsibilities

• Communicate with customers through emails on our ticketing system and if needed, our various social media platforms
• Resolve customer’s concerns, issues, questions, and escalations promptly and professionally
• Assess customer feedback and develop effective customer success solutions
• Share feedback with other departments to improve processes and customer experiences
• Create resources to ensure up-to-date product/support information is available on 100 Thieves and Higround websites
• Track customer concerns and escalate at-risk customers to management when needed
• Document and track ticket histories, issues, and actionable steps taken
• Dispute chargeback claims
• Work closely with our third-party logistics to file claims for lost packages in transit and send replacements depending on inventory levels