Bilingual eCommerce Support Specialist (West Coast)

Kate Farms•Goleta, CA

18d•$24 - $26•Hybrid

About The Position

Kate Farms is a medical food company dedicated to improving health through nutrition. The company values diversity and inclusion, aiming to be a workplace where talented individuals can thrive and do their best work. The Customer Care team supports customers on their wellness journeys, and the eCommerce Support Specialist plays a key role in providing excellent support for eCommerce-related inquiries and product information. This role requires strong interpersonal and communication skills, technical aptitude, empathy, and a genuine desire to help customers.

Requirements

Direct experience with customers in a service-related role.
Bachelor’s Degree in English, Spanish, Communication Studies, Humanities, or possess equivalent experience.
Must be verbally fluent in English and Spanish, as well as possess excellent grammar skills in both languages.
Must work during core business hours of 8am to 5pm (Pacific Standard Time), including the flexibility to work varied shifts and holidays as needed.
Demonstrates flexibility with scheduling and adapts to changing business needs, staying focused during peak volume while handling tasks simultaneously.
Have a quiet and private place in your home where you can work without background noise.
High speed internet connection (>25mbps). A hardwired connection to your home router is recommended.
A collaborative team player who brings positive and productive energy to the workplace.
Organized self-motivator able to manage personal workload, coordinate effectively with the team, and thoroughly complete assigned tasks to ensure every loop is closed.
Proactively works to minimize mistakes and pays close attention to detail.
Quick learner, able to absorb and convey complex product details in a meaningful way to a variety of audiences.
Possesses excellent judgment, organizational, analytical, and problem-solving skills.
Proficient with technology and software platforms. Salesforce is a plus.
Strong commitment to company mission and values.
Ability to work independently and collaboratively in a fast-paced, dynamic environment.
Respectfully shares and accepts feedback willingly from all levels of the organization.

Nice To Haves

Salesforce experience is a plus.

Responsibilities

Effectively interact with customers via phone, webform, or chat to provide clear, accurate information in an empathetic manner.
Listen well and demonstrate patience and understanding in customer interactions and with teams, and in meetings.
Anticipate and proactively suggest resolutions to customer questions that are tailored to individual customer requests.
Adapt to changing workflow processes, accommodate shifting urgencies, manage multiple priorities & goals depending on levels of urgency, and meet deadlines through efficient time management.
Meet or exceed performance expectations including Customer Satisfaction scores, quality scores, and customer resolution time.
Effectively use Customer Care technology platforms to assist customers and capture relevant data that will enhance the customer’s experience.
Use proper communication procedures, guidelines, and policies.
Look for and contribute ideas to improve the team and customer experience.
Seek to understand the impact of their work on the business while contributing to team goals.

Benefits

Company-matched 401k plan
Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents
Generous PTO benefit with a starting accrual of 15 days per year
Two weeks of paid “Refresh” leave
80 hours of paid sick leave annually
11 paid holidays throughout the calendar year
Paid disability leave
Paid parental / pregnancy leave
Flexible Spending Accounts (FSA)
Tuition reimbursement
Employee Assistance Program