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CX Specialist (Zen Desk and Gorgias)

The Hemp Collect / Modern Herb Co -
Remote

Quick Apply

Job Details

Full-time
$25 - $26 an hour

Benefits

Health insurance
Dental insurance
401(k)
Paid time off
On-the-job training
Work from home
Vision insurance
Flexible schedule

Qualifications

AI chatbots
Google Workspace
Google Sheets
Google Docs
Google Drive
Customer service
Standard Operating Procedures (SOPs) implementation
Slack
Asana
High school diploma or GED
Managing clients in a customer support role
Attention to detail
Problem-solving
Customer support
Gmail
Standard operating procedures (SOPs)
Standard operating procedures drafting

Full Job Description

Customer Care Specialist

The Hemp Collect / Modern Herb Co Remote-Friendly | Hybrid Option Available | In-office: Canton, NC | Full-Time

About the Role

The Hemp Collect is a fast-growing hemp e-commerce brand built on quality, transparency, and innovation. We're a small, driven team looking for a Customer Care Specialist who thrives in an online retail environment — someone who understands the full DTC customer journey, from order placement to delivery to resolution.

You'll be the first point of contact for our customers across email, chat, and phone, and you'll play a key role in improving the processes behind every interaction. If you've worked in e-commerce or DTC customer support and are passionate about delivering a seamless online shopping experience, we want to hear from you.

What You'll Do

Customer Support (E-Commerce Focus)

Manage customer inquiries through email and the Gorgias helpdesk platform — handling order issues, shipping questions, product questions, and more
Reconcile on-hold orders by contacting customers to resolve issues like out-of-stock items or incorrect shipping information
Process refunds following management approval and maintain accurate records
Manage backorder communications — proactively notify customers, update tracking logs, and follow through on fulfillment
File and manage Route shipping protection claims and guide customers through USPS claims when needed
Moderate website reviews: remove spam, approve valid posts

Phone & Inbound Support

Handle inbound calls professionally and escalate complex issues to management
Route wholesale inquiries to the sales team

Reporting & Process Improvement

Submit weekly reports on refunds and customer complaints
Identify broken processes or recurring pain points and escalate with documented findings
Build and revise SOPs as needed
Log adverse orders and discrepancies to support accounting and inventory reconciliation
Monitor and respond to reviews on Google, Reddit, BBB, and social platforms

General Operations

Handle sensitive customer data in compliance with privacy standards
Assist the shipping/fulfillment team with order QC as needed
Follow all company policies and applicable hemp industry regulations

What We're Looking For

Required

2+ years of customer service experience in e-commerce, DTC, or online retail — this is essential; we're specifically seeking candidates with experience supporting online shoppers and managing digital order workflows
Comfortable navigating order management systems, helpdesk tools, or e-commerce platforms (Shopify, WooCommerce, etc.)
Proficient in Google Suite (Docs, Sheets, Gmail, Drive)
Strong written communication — you'll be composing clear, on-brand responses daily
Detail-oriented with the ability to follow and create SOPs
Self-motivated and able to manage your workload independently
At ease in a fast-paced, regulated industry

Preferred

Experience with Gorgias or a similar ticketing platform (Zendesk, Freshdesk, Kustomer)
Background in the hemp, cannabis, or supplements industry
Familiarity with shipping carriers and logistics (USPS, UPS, Route, etc.)
Experience managing chatbot flows or training AI support tools
Proficiency in Slack and Asana

Work Environment

Fully remote candidates welcome — we have an office in Canton, NC for those who prefer hybrid, but location is not a barrier
Small team where your contributions are visible and valued
Remote-friendly tools and workflows (Google Suite, Slack, Asana, Gorgias)
Local/hybrid team members may occasionally assist with light fulfillment tasks (lifting up to 25–30 lbs)
Must be 21+

Benefits

Health, Dental & Vision Insurance
401(k)
Paid Time Off
Flexible Schedule
Work from Home Options
On-the-Job Training

Job Type: Full-time

Pay: $25.00 - $26.00 per hour

Expected hours: 40.0 per week

Benefits:

401(k)
Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance

Application Question(s):

What customer service platform do you have experience working within?

A customer contacts us saying an item was missing from their order. Walk me through exactly what you do internally before responding to the customer. We use Shopify and Shipstation.
A customer in South Carolina ordered a pod, battery, and refill from our North Carolina facility. The order was already late, and we only sent the refill — missing the pod and battery, so they can't use the product. They're furious. What do you do, and walk me through every decision including the replacement shipment.
You have 3 days of missed calls to get back to, as well as time-sensitive tickets requesting to cancel or modify their subscriptions. How do you triage?
You have 100 missed calls, you can call back 40 people a day on average. Many of the missed calls don't leave any info in the voicemail, so you can't proactively pull up their tickets. What do you do?

Work Location: Remote

Quick Apply

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