POSITION OVERVIEW

As a Customer Email & Chat Specialist, you will be the frontline of our customer support team, providing exceptional service primarily through email and live chat, with occasional phone support as needed. Your role is crucial in efficiently resolving customer issues, processing requests, and ensuring a seamless experience. We’re looking for someone who is detail-oriented, highly organized, and committed to delivering a best-in-class customer experience. Attention to detail is non-negotiable.

PROCESS IMPROVEMENT & KNOWLEDGE MANAGEMENT

• Identify common issues and trends from ticket inquiries and report them to leadership for process improvements.
• Assist in maintaining and updating FAQs, knowledge base articles, and automated response templates to improve efficiency.
• Continuously seek opportunities to enhance the customer support process through automation and best practices.

QUALIFICATIONS

• 3+ years of customer service experience, preferably in an e-commerce or ticketing-based support role.
• Exceptional written communication skills with a professional and empathetic tone.
• Strong problem-solving skills and attention to detail in a high-volume email environment.
• Experience with CRM systems, ticketing platforms, and e-commerce order management tools.
• Ability to prioritize tasks and manage time effectively while maintaining service level agreements (SLAs).
• High proficiency with computers and strong organizational skills.
• Willingness to handle phone inquiries when required.

TECHNOLOGY REQUIREMENTS

As a bring-your-own-device company, all team members must provide:

• PC or Mac with broadband internet (minimum 16GB RAM).
• Broadband internet (minimum 100 Mbps).
• Wired headset with microphone and noise cancellation.
• Dual monitors (Highly recommended).

OUR HIRING PROCESS

We value efficiency, so our hiring process is streamlined:

• Video Interview (Hireflix) – A quick, three-question recorded introduction.
• Video Call with Hiring Team – If your video aligns with what we’re looking for, we’ll meet ASAP!
• Offer & Onboarding – If it’s a great fit, we move fast to bring you on board!

All employment offers at NativePath are contingent upon a clear background check.
We’re excited to meet you; it’s time to find your path!
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