Customer Service Specialist - Remote

Local Crafts is hiring a Customer Service Specialist to support customers across its brands by phone, email, web forms, and live chat. The role focuses on answering product and order questions, resolving customer issues, and creating a consistent, positive customer experience.

Responsibilities:

• Support customers across multiple brands by phone, email, web forms, and live chat
• Provide knowledgeable, accurate, timely, and friendly responses
• Use sound judgment to resolve issues, offer the right solution (such as a replacement, refund, or credit), and escalate when needed
• Answer questions about knitting, crochet, and quilting tools, techniques, and patterns
• Use in-house systems to enter orders, update account details, track shipments, and explain return processes
• Write clear, thoughtful responses that reflect our brand voice, knowing that emails and chats may be shared publicly
• Collaborate with teammates and other departments to ensure smooth resolution of customer issues
• Take on special projects or additional tasks as needed

Requirements:

• 2+ years recent experience handling customer contacts by chat, email, and phone for an online retailer
• Experience resolving order, shipping, and return issues independently, with minimal oversight
• Familiarity with knitting, crochet, or quilting tools and techniques
• Strong computer and web navigation skills; comfortable adapting to new systems
• Proficiency with Microsoft Office
• Clear, accurate writing with strong spelling, grammar, and attention to detail
• Collaborative, adaptable, and comfortable multitasking in a fast-paced environment
• Experience with Zendesk or similar CS platforms
• Experience with NetSuite, Shopify, or other order management systems
• Advanced knitting or crochet knowledge, with ability to read, troubleshoot, and explain patterns