Customer Experience & Product Support Specialist, Full Time, Long-Term

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: TYPE OF WORK

Full Time

: SALARY

43,700 - 53,500 per month

: HOURS PER WEEK

40

: DATE UPDATED

Dec 17, 2025

JOB OVERVIEW

~ ABOUT THE ROLE ~

We are looking for a high-caliber Customer Experience & Product Support Specialist to support customers who purchase our products online and through major retail partners such as Lowe’s, Home Depot, Walmart, Amazon, and our own Shopify stores.

This is NOT a basic VA or ticket-closing role.

You will be the front line of our brand — supporting customers, troubleshooting product issues, managing returns, analyzing product reviews, and helping improve our product listings and documentation based on real customer feedback.

~ WORK SCHEDULE (NON-NEGOTIABLE) ~

Full-time (40 hours/week)

100% overlap with U.S. Eastern Time (EST)

Typical schedule: 9:00 AM – 5:00 PM EST

Must be consistently available during these hours

~ PRIMARY RESPONSIBILITIES ~

Customer Support (HelpScout + Phone)

Respond to customer inquiries via email, chat, and phone

Support customers with:

Replacement parts

Product troubleshooting and usage questions

Warranty and defect issues

Explain product functionality and compatibility clearly

D ---------- when to educate, replace, exchange, or escalate

Maintain a calm, professional tone at all times

Returns & Exchanges (Shopify Stores)

Process returns and exchanges for Shopify-owned stores

Validate return eligibility and return reasons

Coordinate with internal fulfillment teams

Communicate clearly with customers on timelines and outcomes

Product Reviews & Customer Feedback

Read EVERY product review across:

Amazon

Lowe’s

Home Depot

Walmart

Shopify stores

Identify recurring themes and issues

Use AI tools to summarize patterns and trends

Share insights with internal teams to improve:

Product quality

Instructions

Packaging

Product listings

Product Page Questions & Content Feedback

Answer customer questions on product pages

Identify common questions that reveal:

Missing product information

Compatibility confusion

Image or instruction gaps

Recommend improvements to FAQs and listings

Knowledge Base & Documentation

Help maintain and improve:

HelpScout saved replies

Troubleshooting guides

Replacement part references

Document learnings from real customer interactions

~ REQUIRED QUALIFICATIONS (PLEASE READ CAREFULLY) ~

THIS ROLE REQUIRES ALL OF THE FOLLOWING:

Exceptionally clear written AND spoken English
(Your communication must be indistinguishable from a U.S.-based agent)

Comfortable speaking with U.S. customers on the phone

Strong attention to detail

Ability to learn and understand physical products

Willingness to deeply learn pressure washing products through:

Internal training

Manuals and SOPs

YouTube and product videos

Comfortable using AI tools for analysis and summarization
(NOT for guessing answers)

Reliable internet, quiet workspace, and professional phone setup

~ NICE TO HAVE (NOT REQUIRED) ~

Prior customer support or technical support experience

E-commerce or retail product experience

Familiarity with:

HelpScout

Shopify

Order or return workflows

Mechanical or DIY curiosity

~ TOOLS YOU WILL USE ~

HelpScout

Shopify

Excel

AI tools for review analysis

Internal documentation systems

~ COMPENSATION ~

43,700 - 53,500 per month (depending on experience)

Paid monthly

Performance-based raises

Long-term growth opportunity

~ HOW TO APPLY (IMPORTANT) ~

TO BE CONSIDERED, INCLUDE ALL OF THE FOLLOWING:

A short paragraph explaining WHY this role interests you

A brief description of a product or system you taught yourself how to use

Confirmation you can work FULL-TIME during U.S. Eastern Time hours

A voice recording or Loom video introducing yourself (English only)

Applications missing these items will NOT be reviewed.

~ THIS ROLE IS NOT FOR ~

Generic Virtual Assistants

Script-only call center agents

Applicants without strong spoken English

Anyone unable to work U.S. Eastern Time hours

Selected candidates will complete LIVE writing, phone, and product-learning exercises as part of the interview process.

SKILL REQUIREMENT

Customer Support Phone Support English Speaking

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Customer Experience & Product Support Specialist, Full Time, Long-Term

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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