Customer Support Specialist

2 weeks ago

Boston, MA, United States NOBULL Full time

NOBULL is a wellness community that invites and challenges individuals who aspire to be a better version of themselves mentally, emotionally and physically. 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


$70,000 - $80,000 a year

The base salary range listed here represents the anticipated low and high end of the salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of NOBULL's total compensation package for employees. Other rewards may include annual discretionary bonuses. In addition, NOBULL provides a variety of benefits to employees, including 100% employer paid health insurance coverage (medical, dental, and vision), Health Reimbursement Arrangement, Flexible and Health Spending Accounts, life and disability insurance, a generous 401K employer matching program, 12 paid holidays a year, an unlimited paid time off (PTO) policy (with PTO available for both vacation and sick time purposes), and parental leave benefits. All eligible employees receive an award of incentive units under the company's equity incentive plan.

If you are an applicant located in California, please review our California Applicant Privacy Notice, which explains the categories of personal information that we collect and the purposes for which we use such personal information.

Unsolicited resumes from external staffing agencies will not be accepted.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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