Multi-Brand E-Commerce Customer Support & Digital Community Specialist

Multi-Brand E-Commerce Customer Support & Digital Community Specialist

Location: Norcross, GA (On-site)

Shift: Full-time | Monday–Friday | 11:00 AM Start

Department: Operations & Customer Operations

About the Role

We operate a fast-moving network of over a dozen digital e-commerce stores out of our joint office and fulfillment facility. We are looking for a sharp, digitally fluent, and high-energy Customer Support & Community Specialist to join our front-office team.

This isn't a sleepy corporate call center role. You’ll be the central voice across our entire portfolio—handling incoming customer emails, phone calls, and live chats, while working hand-in-hand with our warehouse fulfillment team in the back.

Additionally, we are looking for someone who "gets" modern digital culture. Beyond standard customer tickets, you'll have the opportunity to build, seed, and moderate private customer groups (like Telegram) to keep our most passionate brand fans engaged.

What You’ll Do Day-to-Day

• Multi-Brand Support: Manage incoming customer inquiries (email, phone, live chat) across 12 distinct online stores with speed, accuracy, and brand-appropriate tone.
• Warehouse Sync: Walk back to our fulfillment team to investigate order statuses, resolve shipping discrepancies, and handle product exchanges in real time.
• Helpdesk & Workflow Setup: Work directly with leadership to test, select, and refine our centralized helpdesk software (setting up canned responses, macros, and multi-store routing).
• Community Building (Telegram/Messaging): Help create, launch, and moderate specialized group channels (e.g., Telegram) for brand updates, product drops, and community engagement.
• Customer Advocacy: Recognize recurring product or shipping issues and flag them to management to help us continuously improve our store operations.

What We’re Looking For

• Digitally Native: You live online, navigate multi-tab browser environments effortlessly, and know your way around messaging platforms like Telegram, Discord, or WhatsApp.
• Sharp Communicator: Excellent written English with a warm, personable phone manner. You can switch gears smoothly between different brand tones.
• Fast & Organized: High typing speed, detail-oriented, and capable of managing inquiries for multiple brands without getting overwhelmed.
• E-Commerce Smart: Prior experience in e-commerce customer service, retail front-office, or digital community management is a huge plus.
• Reliable & On-Time: Looking for a stable schedule starting daily at 10:00 AM at our combined front office and warehouse.

Perks & Culture

• 10:00 AM Start Time: Enjoy a schedule that fits your morning routine—no 8:00 AM rush hour traffic!
• Dynamic Environment: Collaborative, fast-paced team atmosphere right on the front lines of e-commerce.
• Direct Ownership: High impact role where your ideas on software, support templates, and community engagement are put into action immediately.
• Competitive Compensation: Based on experience with room for growth as our brand portfolio expands.

To Apply

• Hit Apply Now with your updated resume. In your short note, tell us about a time you managed a busy customer situation OR share your experience with messaging apps/online communities!