Experienced Customer Experience Specialist – eCommerce & Shipping Support (Remote)
At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our customers' expectations. As a fast-growing pet health company, we're committed to helping cats and dogs live healthier lives through microbiome testing and science-based supplements. We're looking for a highly skilled Customer Experience Specialist to join our remote team, supporting our passionate pet parents with their online orders, shipping issues, and product questions.
About arenaflex
arenaflex is a mission-driven company that's dedicated to making a meaningful impact on pet health. Our team is collaborative, transparent, and respectful, and we're committed to building a culture that values innovation, creativity, and customer satisfaction. As a remote team, we're flexible, adaptable, and always looking for ways to improve our processes and services.
Job Summary
We're seeking an experienced Customer Experience Specialist to join our remote team, supporting our customers with their online orders, shipping issues, and product questions. The ideal candidate will have a proven track record of delivering exceptional customer experiences in direct-to-consumer (DTC) eCommerce environments, with a strong focus on shipping support and logistics. If you're passionate about customer service, have experience working in remote environments, and are comfortable using tools like Shopify, Kustomer, and Aircall, we want to hear from you.
Key Responsibilities
As a Customer Experience Specialist at arenaflex, you'll be responsible for:
- Responding to customer inquiries via email, chat, and phone using Kustomer and Aircall
- Handling shipping problems, including tracking, delays, lost packages, and customs
- Resolving issues related to returns, refunds, defective products, and order errors
- Providing basic product guidance (non-medical) and directing complex questions to the appropriate resources
- Filing shipping claims with carriers (USPS, FedEx, UPS, DHL)
- Supporting international shipping and customs clearance
- Identifying patterns in customer issues and suggesting process improvements
Minimum Requirements
To be considered for this role, you'll need:
- 2+ years of customer service experience in DTC or eCommerce (support center or contact center)
- Experience handling shipping issues and online order support
- Strong written and verbal communication skills
- Tech-savvy and organized, with strong multitasking abilities
- Comfortable using tools like Slack, Google Workspace, Shopify, and Apple devices
- High-speed internet and a quiet, dedicated home office
Preferred Qualifications
While not required, the following qualifications would be a plus:
- Experience with Shopify, Kustomer, or Aircall
- Knowledge of international shipping and filing claims
- Pet care experience (pet parent, vet tech, shelter/rescue, etc.)
- Previous experience working in a remote position
Compensation and Benefits
arenaflex offers a competitive salary range of $40,000 - $50,000 per year, depending on experience and qualifications. We also offer a comprehensive benefits package, including:
- Medical, Dental, and Vision insurance
- 401(k) with company match
- Life and Disability Insurance
- Paid Time Off and Sick Leave
- Fully remote work
Why Join arenaflex?
By joining our team, you'll have the opportunity to:
- Make a meaningful impact on pet health
- Be part of a mission-driven and collaborative remote team
- Build valuable skills in logistics, compliance, and customer care
How to Apply
If you're passionate about delivering exceptional customer experiences and have experience working in remote environments, we want to hear from you. Please submit your resume and a short cover letter highlighting your eCommerce customer support and shipping experience. Applicants without relevant customer service experience will not be considered.
Application Questions
To help us get to know you better, please answer the following questions:
- What e-commerce and customer service platforms or tools have you used (e.g., Shopify, Kustomer, Aircall, Zendesk, Gorgias, etc.)?
- The hours for this position are 9-5:30 Pacific Time. Is this your ideal work schedule?
- Why are you interested in working with arenaflex and supporting pet parents?
- Please describe your experience supporting customers in a direct-to-consumer (DTC) eCommerce environment.
Education and Experience
* Bachelor's degree (preferred)
- 2+ years of eCommerce customer service experience (required)
Work Location
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