Customer Support Specialist

Craftybase • Full-time • Remote (United States, US) • 3m ago

Due to recent growth, we have an exciting opportunity for a Customer Support Specialist to join our team on a full-time basis.

Craftybase is an inventory MRP solution focused on the specific needs of small, independent direct-to-consumer (DTC) manufacturing businesses. We're a small, agile company working remotely across the globe, and our mission is to provide small makers with the tools they need to scale and become successful.

We're a long-standing, stable, and proudly independently profitable company that believes in growing a business sustainably and responsibly. To do this, we aim to build products that stand the test of time and serve a real need and purpose.

Role Description

This is a full-time customer support specialist role, responsible for providing exceptional technical support and customer service to clients.

The position involves troubleshooting technical issues, responding to customer inquiries via email and live chat, recommending solutions, and guiding product users through features and functionalities.

Additionally, the role requires remote work and coordination with other employees in different time zones.

To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust and be efficient by resolving issues in a timely and efficient manner. You should also be familiar with help desk software.

Ultimately, you will play a key role in establishing our reputation as a company that offers excellent customer support.

Responsibilities

Respond to customer queries in a timely and accurate way via email and live chat
Identify customer needs and help customers use specific features
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Share feature requests and effective workarounds with team members
Inform customers about new features and functionalities
Follow up with customers to ensure their technical issues are resolved
Gather customer feedback

Requirements and skills

Advanced English Mastery
Experience as a Customer Support Specialist or similar CS role
Experience using help desk software and remote support tools
Understanding of how CRM systems work
Excellent communication and problem-solving skills
Multi-tasking abilities
Patience when handling tough cases
Familiarity with SaaS and eCommerce platforms is a plus

If needed, equipment may be provided after a 90-day probationary period.

Note: Any applications or skills assessments submitted where the use of AI is suspected will be automatically declined.

At Craftybase, we strongly believe in diversity and equality and thus encourage people from all backgrounds, abilities, experiences, and ages to apply.

Craftybase asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact Craftybase directly.