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eCommerce Customer Support & Sales Specialist for a U.S. e-Commerce
- United States
- United States
About
About the Role We are seeking dedicated Customer Service Representatives (CSRs) with a strong sales mindset to join our support team. This role goes beyond traditional support—you will manage a high volume of customer inquiries and tickets while also identifying opportunities to drive revenue through upselling, repeat purchases, and B2B outreach.
The ideal candidates are proactive problem solvers with excellent interpersonal and communication skills, capable of delivering personalized, empathetic support while contributing to sales growth. You will play a key role on the front lines of the customer experience, helping resolve concerns, increase customer lifetime value, and strengthen brand loyalty.
Key Responsibilities Customer Service & Communication
Respond promptly, professionally, and empathetically to customer inquiries via email, chat, and support tickets
Manage high-volume support requests with efficiency, accuracy, and attention to detail
Analyze customer issues, diagnose concerns, and provide effective solutions or escalating when needed
Maintain thorough documentation of all customer interactions in the support system
Build strong relationships with customers by delivering personalized, brand-aligned support
Sales & Revenue Generation
Identify opportunities to upsell or cross-sell products during customer interactions
Re-engage existing customers to drive repeat purchases (e.g., post-delivery follow-ups)
Follow up with leads and prospects to increase conversion rates
Support and gradually take ownership of B2B outreach efforts (e.g., schools, organizations, bulk orders)
Deliver confident and structured sales communication when presenting products or offers
Administrative & Operational Support
Maintain accurate records in CRM and support tools (e.g., ticketing systems, Klaviyo, Postscript)
Track customer interactions, sales activities, and follow-ups
Ensure alignment with internal processes and workflows
Identify trends in customer inquiries and provide feedback for process improvements
Qualifications
2+ years of experience in customer service with a strong sales or revenue-driven component
Experience in eCommerce environments strongly preferred
Proven ability to balance high-volume support with sales objectives
Strong communication skills (written and verbal) with the ability to be both empathetic and persuasive
Demonstrated ability to convert leads, upsell, or drive repeat business
Comfortable working with CRM systems and support tools (experience with Klaviyo, Postscript, or similar is a plus)
Strong critical thinking and problem-solving skills
Highly organized, detail-oriented, and able to multitask in a fast-paced environment
Comfortable working independently in a remote setting
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Languages
- English
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