Customer Care Specialist

The Customer Care Assistant supports the Customer Care team by managing inbound and outbound customer communications across email and text platforms. This role plays a critical part in delivering timely, professional, and solutions-focused service while ensuring a positive customer experience. The position reports directly to the Customer Care Manager and does not have supervisory responsibilities.

Key Responsibilities

Manage and respond to customer inquiries via email and SMS/text messaging platforms in a timely manner Provide accurate information related to orders, products, delivery status, and service inquiries Resolve routine customer concerns and escalate complex issues to the Customer Care Manager or appropriate department Maintain professional, empathetic, and brand-aligned communication with customers Document all customer interactions and updates within internal systems Follow up with customers to ensure issues are fully resolved and satisfaction is achieved Assist with order tracking, issue resolution, and general account support Collaborate with internal teams (sales, warehouse, delivery, etc.)

to ensure seamless service Identify recurring customer issues and share feedback to improve processes and customer experience Qualifications High school diploma or equivalent required; associate or bachelor’s degree preferred 1–3 years of customer service or support experience (retail, call center, or digital support preferred) Strong written communication skills with attention to tone, grammar, and clarity Ability to manage multiple conversations and prioritize in a fast-paced environment Proficiency with email, texting platforms, and basic computer systems (CRM experience preferred) Strong problem-solving skills and a customer-first mindset