Technical Customer Service Agent

History By Mail was founded to provide others with the opportunity to learn directly from history by holding a piece of history (replicas of actual documents), rather than learning about history from textbooks. History comes alive when you hold a replica of a letter in Abraham Lincoln's handwriting or a handwritten speech by George Washington.

We are seeking a highly experienced, tech-savvy Technical Customer Service Agent to assist with our eCommerce subscription business. This role requires exceptional leadership skills, extensive experience in customer service management, and a strong background in e-commerce operations. The ideal candidate will possess outstanding written and verbal English communication skills and must be adept at handling complex customer service scenarios in a fast-paced environment. The candidate must possess problem-solving skills, be a strategic thinker, and initiate high-level solutions to resolve ongoing customer issues.

In this role, you will be the primary point of contact for our valued subscribers, providing exceptional support and resolving technical issues related to their subscriptions and our website, as well as thinking strategically to solve the root cause of customer problems so they do not recur for future customers.

Benefits

• Competitive salary.
• Opportunity to work in a fast-paced and dynamic environment remotely.
• Opportunities for professional growth and development with the potential to be promoted to a strategic leadership position within the company.
  
  

Responsibilities

• Solve the root cause of systemic issues that customers are having so they do not recur.
• Provide timely and effective support to customers via email and chat.
• Resolve customer issues related to website functionality, account management, subscriptions, orders, and payments.
• Demonstrate a deep understanding of products, services, and internal processes.
• Manage the end-to-end order fulfillment process, ensuring accuracy and timeliness with a high attention to detail. Ensure orders are processed correctly and on time.
• Effectively utilize various internal tools and systems, including Shopify, Recharge, Rebuy, and Gorgias CRM, to manage customer interactions and resolve inquiries.
• Contribute to the development of help center articles and FAQs to improve self-service resources.
• Stay up-to-date on new product releases and feature updates.
• Collaborate with other departments to integrate customer service and order fulfillment strategies effectively.
• Maintain a positive and professional demeanor at all times.
• Handle confidential information with the utmost care and discretion.
• Collaborate with other departments to integrate customer service and order fulfillment strategies effectively.
  
  

Qualifications

• Bachelor’s degree in Business Administration, Communications, or related field.
• Minimum of 5 years experience in customer service management, preferably in an e-commerce or subscription service environment.
• Proven experience in a customer support role, preferably within an e-commerce environment.
• Strong technical aptitude and ability to quickly learn new tools and technologies.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency with CRM systems (Gorgias preferred) and e-commerce platforms (Shopify).
• Familiarity with subscription management platforms (Recharge is a plus).
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook) and Google Workspace (Google Documents, Google Spreadsheets).
• Proficient in using data analytics tools to monitor performance and identify improvement opportunities.
• Experience with subscription-based business models is highly preferred.
• Ability to work independently and as part of a team.
• Passion for providing outstanding customer service.