Customer Support Specialist
Boston, Massachusetts
Supply Chain – Supply Chain Strategy & Customer Operations /
Full-Time /
On-site
NOBULL is a wellness community that invites and challenges individuals who aspire to be a better version of themselves physically, mentally, and emotionally. Through footwear, apparel, nutrition and a winning mentality, we provide the plays and playbook for your personal pursuit of self-improvement. Our company is comprised of a small team of bright, passionate, and hardworking individuals dedicated to making a difference in people’s lives.
The Customer Support Specialist is responsible for supporting the customer service operations for NOBULL & TB12. This involves collaborating with all third-party service providers, leading the execution of strategies to boost customer satisfaction, and ensuring prompt resolution of customer inquiries and issues. The Customer Support Specialist plays a crucial role in maintaining positive customer relationships and contributing to the business's overall success.
Responsibilities:
- Lead assessments and actively drive improvements to customer service processes, ensuring gains in efficiency, scalability, and effectiveness through implementing workflow automations (AI optimizations, reporting updates, etc.)
- Partner cross-functionally to proactively identify and address customer pain points, optimizing service delivery, such as site experience and post-purchase experience flows.
- Analyze and report on customer service metrics by building and maintaining dashboards to track KPIs, identifying actionable insights, and tracking the ROI of Customer Service initiatives.
- Shape and execute support strategies that enhance customer satisfaction and refine the overall customer experience, aligning with broader organizational objectives.
- Develop, maintain, and champion customer service policies, procedures, and training materials to maintain consistency and drive service excellence across the team.
- Take ownership of complex customer inquiries, complaints, and escalations, ensuring timely, thorough, and empathetic resolution.
- Provide coaching and guidance to team members to uphold and continually enhance the quality of customer interactions. Create and deliver formal training sessions and maintain SOPs.
- Synthesize and present Voice of Customer (VoC) trends and insights to inform and influence internal teams and business decisions. Develop recurring VoC dashboards and tailor feedback loops to internal stakeholders.
- Stay current on industry trends, technologies, and best practices; recommend and pilot innovative solutions to meet the evolving needs of customers and businesses.
- Develop customer service training materials to support expansion into new business channels and partnerships; build new knowledge resources to support onboarding of new channels, partnerships, and vendors.
- Lead vendor partnerships for optimal performance. Participate in strategic vendor conversations with the Director of Customer Service and lead the implementation of new initiatives.
Qualifications:
- 3-5 years relevant experience – Shopify, Zendesk, and related CRM/support ticketing system experience
- Technical competence with automation and AI tools
- Strong written and verbal communication and cross-functional partnership skills
- Highly detailed and quality-driven
- Customer-centric mindset with a focus on continuous improvement
- Proactive, resourceful, and comfortable working in a fast-paced environment
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