Customer Support Specialist

Overview

• We are looking for a reliable, detail-oriented, and brand-conscious Customer Support Specialist to join our team. This role is responsible for handling customer inquiries, managing order-related concerns, and ensuring a smooth, positive customer experience from order placement to delivery.
• At The Dairy, customer support is a key brand touchpoint—not just ticket management. The ideal candidate communicates in a friendly, human, and on-brand manner, exercises strong judgment, and takes pride in protecting and enhancing the overall customer experience.

Key Responsibilities

• Respond to customer support tickets in a timely, accurate, and professional manner
• Write friendly, human, and on-brand responses that reflect The Dairy’s voice and values
• Use sound judgment when resolving issues, including knowing when to bend the rules to make things right for the customer
• Treat customer support as a brand-building function, not just problem resolution
• Monitor, verify, and manually update order statuses to ensure accuracy and completeness
• Track shipments and proactively communicate delivery updates to customers
• Clearly communicate resolutions, next steps, and expectations to customers
• Coordinate with internal teams to resolve order, delivery, and customer experience issues
• Maintain accurate records and documentation of all customer interactions
• Perform other related duties as assigned

Tools & Work Requirements (Mandatory)

• Hands-on experience with Shopify is required
• Ability to work effectively across time zones in a fully remote, night shift environment
• Reliable internet connection and ability to work independently during night hours

Role Realities

• Inbox volumes increase significantly during product launches, sales, and holidays
• Some days are repetitive, while others are fast-paced and high-pressure
• Accuracy, attention to detail, and calm decision-making under pressure are non-negotiable

Qualifications & Requirements

• Strong written and verbal communication skills
• High attention to detail with excellent organizational skills
• Ability to multitask and manage time effectively in a fast-paced setting
• Fast and accurate typing skills
• Strong problem-solving and decision-making abilities
• Willingness and availability to work on weekends
• Ability to follow processes and handle repetitive tasks with accuracy

What Success Looks Like in This Role

• Consistently meeting ticket response time expectations
• High-quality resolutions with minimal need for follow-ups
• Strong customer satisfaction and positive customer feedback
• Prioritizing resolution quality over speed alone

Cultural Fit

• This role suits calm, steady operators who take pride in doing things properly. It is detail-heavy and sometimes repetitive, not creative or social. Success comes from strong judgment, consistency, and protecting The Dairy experience—especially during night shifts.