Community Manager + Customer Support (Chat, Phone) + on Shopify

— PLEASE READ ALL OF JOB DESCRIPTION —

Allways Drops is a dynamic and growing eCommerce Shopify brand that provides concentrated liquid water flavor.
Please browse our website to see our products.

People add our products to their water to make them instantly flavored with zero calories.

Our mission is to keep people healthy and hydrated – and help them stop drinking sugary drinks.

We are starting a Facebook group with the intention of helping our customers lose weight and stay hydrated.

Position Overview:

We are seeking an enthusiastic and experienced Customer Support Specialist to manage our customer interactions across various platforms, including live chat, live phone support, Shopify’s Gorgias customer support system, and our Facebook Community. The ideal candidate will be an uplifting presence, committed to providing exceptional support and fostering a positive, supportive community for our customers.

Key Responsibilities:

• Deliver outstanding customer service through live chat and phone, addressing inquiries, resolving issues, and providing detailed product information.

• Manage and moderate our Facebook Community, ensuring a welcoming and positive environment for members to engage, share experiences, and support each other.

• Utilize Shopify’s Gorgias customer support platform to efficiently track, prioritize, and resolve customer queries and feedback.

• Collaborate with the marketing and product teams to stay updated on new products, promotions, and policies to accurately inform and assist customers.

• Collect and report customer feedback to relevant departments to aid in product improvement and customer satisfaction initiatives.

• Contribute to the development and optimization of customer support processes and tools to enhance service quality and efficiency.

Qualifications:

• Proven experience in customer support or success roles, with a strong preference for candidates with experience in Shopify and Gorgias customer support platforms.

• Excellent communication skills, both written and verbal, with the ability to convey information clearly and empathetically.

• Experience in moderating online communities, with a bonus for those with specific experience in managing Facebook Groups.

• An uplifting, positive attitude, capable of maintaining professionalism and patience in a fast-paced environment.

• Demonstrated ability to work independently and as part of a remote team.

• A keen interest in health, wellness, and the Allways Drops mission, with a genuine desire to help customers improve their hydration and lifestyle.

Benefits:

• Competitive salary and performance bonuses.

• ***13th Month Salary***

• Flexible working hours and the ability to work remotely.

• Opportunity to be part of a growing brand with a positive mission.

• Access to Allways Drops products and exclusive discounts.

• Professional development and growth opportunities in a supportive and innovative work environment.