Note: The job is a remote job and is open to candidates in USA. Scentify is seeking a Customer Support Specialist who enjoys helping people and creating outstanding customer experiences. The role involves responding to customer inquiries, assisting with orders and troubleshooting, and using AI tools to enhance support efficiency.
Responsibilities
- Responding to customer inquiries across email, SMS, live chat, phone, and other messaging channels from one unified inbox
- Assisting customers with orders, subscriptions, shipping, returns, product recommendations, and troubleshooting
- Using AI tools to research issues, draft responses, and resolve customer inquiries efficiently while maintaining a personal touch
- Becoming an expert on Scentify products so you can confidently answer questions and guide customers
- Escalating technical or operational issues when needed and following through until they're fully resolved
- Working closely with our warehouse, operations, and product teams to ensure customers receive timely and accurate support
- Identifying recurring customer issues and recommending improvements to our products, processes, and customer experience
- Helping maintain our knowledge base and improving AI-generated responses over time
Skills
- Excellent written and verbal English communication skills
- Previous customer service experience
- Strong problem-solving skills and attention to detail
- Comfortable using technology and learning new software quickly
- Self-motivated, organized, and able to work independently in a remote environment
- Friendly, patient, and genuinely passionate about helping customers
- E-commerce experience is a strong plus
- Experience with Shopify is a strong plus
Company Overview