Customer Service Specialist

COMPANY OVERVIEW

Tubby Todd is a family-first, founder-led brand on a mission to become the leading premium skincare solution for families in the U.S. Since 2014, we’ve supported parents with clean, safe, and effective solutions for babies’ sensitive skin concerns—like eczema, diaper rash, and cradle cap. Today, Tubby Todd has grown beyond baby care into everyday essentials for the whole family, all rooted in our promise of good clean fun. Powered by a deeply engaged community and recent expansion from DTC into Amazon and Target retail, Tubby Todd is entering an exciting phase of rapid growth—making this an exceptional time to join the team.

POSITION OVERVIEW

The Customer Service Specialist delivers exceptional, relationship focused support to Tubby Todd families across email, live chat, social media, and in-store at our Carlsbad office and retail store front. This role is essential to our mission of connecting with millions of families each year through personalized care, product guidance, and thoughtful problem solving. You’ll support customers throughout their journey — from product discovery to order support and issue resolution — while helping us continuously improve the customer experience.

Schedule: Full-time hybrid role with a minimum of three days per week onsite at our Carlsbad office. Final in-office schedule will be determined upon hire. Occasional weekend availability may be required.

Key Responsibilities:

• Respond to daily customer inquiries across CRM, social, and in-store channels
• Respond to content and messages in our social media community including Instagram, Facebook, and TikTok
• Deliver warm, personalized service that exceeds expectations and builds loyalty
• Guide customers to the best Tubby Todd products for their family’s needs
• Resolve order issues including shipping errors, returns, refunds, and warranty claims
• Process transactions in Shopify, Skio, Amazon Seller Central and related e-commerce systems
• Maintain accurate, timely communication across all customer touch points
• Identify and escalate complex or emerging customer issues
• Support HQ retail experience, merchandising, and inventory upkeep
• Assist with events, gifting, and community/marketing initiatives
• Contribute to a positive, organized, office environment

Required Skills/Abilities:

• Passion for helping families and creating meaningful connections
• Strong written and verbal communication skills
• Confident problem solving and decision making
• Ability to multitask across channels and priorities
• Comfort with social media communication
• Organized, detail-oriented, and adaptable
• Team-first mindset with proactive communication skills

Education and Experience:

• High school diploma or equivalent.

• A minimum of 2 years experience working directly with customers.

• Experience with e-commerce platforms preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at times.