Customer Care Specialist

GoMacro LLC•Madison, WI

11d•Remote

About The Position

Why join the GoMacro team? We’re a company that is driven by a unique core ideology we call The GoMacro Way, which is based upon authenticity, generosity, and compassion for people and the planet. We operate with integrity, we create with passion, and we conduct ourselves with humility. We seek growth-minded people who are inspired by challenges, encouraged by camaraderie, and excited about being leaders at every level. Become part of a team where everyone is heard, valued, and empowered to influence positive change in their local and global community. How GoMacro’s history shapes who we are today? During her 2003 battle with cancer, co-founder Amelia Kirchoff created the first MacroBar® recipe in her kitchen on the Wisconsin family farm. In the years following, Amelia and her daughter and co-founder Jola began spreading awareness for the power of a balanced, plant-based lifestyle through GoMacro’s healthy and delicious MacroBars, which are now available in stores nationwide. Today, our work is still guided by the values upon which Jola and Amelia built GoMacro: Live Long, Eat Positive, Give Back, Tread Lightly, and Be Well. It’s our goal to inspire people to have a healthy body, sharp mind, and bold spirit—and we believe doing fun, and meaningful work is part of that. Join us as we make the world better, one bite at a time! Position Description: The Customer Care Specialist (CCS) provides exceptional consumer support through timely, accurate, and compassionate communication. This role manages inquiries across email, chat, and phone channels; resolves concerns; processes orders; supports consumer account workflows; and documents trends that help improve the consumer experience. Acting as a Gorgias, Shopify, and ShipBob platform power user, the CCS supports day-to-day customer interactions while also contributing valuable insights to cross-functional partners, including Quality, Operations, Marketing, and Product Development. This role helps maintain GoMacro’s brand voice, ensures policy accuracy, and upholds our service-level expectations. This is a part-time, remote position, with an anticipated commitment of 20–30 hours per week.

Requirements

3+ years of customer service experience, preferably in e-commerce or CPG.
Experience using CRM or help desk platforms, such as Gorgias, Zendesk, or Salesforce.
Strong written communication skills with the ability to convey information clearly and professionally.
Demonstrated ability to troubleshoot across multiple systems, platforms, and tools.
Highly organized with strong attention to accuracy and detail.
Ability to work independently while maintaining accountability in a remote or hybrid environment.
Strong problem-solving, conflict resolution, and consumer-centric decision-making abilities.

Nice To Haves

Shopify, Gorgias, Recharge, SAP, or ShipBob experience.
Experience in the natural, organic, or wellness food industry.
Experience with subscription workflows or e-commerce operations.
Familiarity with reading and interpreting product, ingredient, or nutritional information.
Ability to identify consumer trends and suggest improvements to processes or documentation.

Responsibilities

Provide courteous, friendly, and accurate support across email, chat, and phone channels.
Resolve consumer inquiries regarding account/orders, product inquiries, subscriptions, promotions, and website navigation.
Maintain GoMacro’s brand voice and uphold The GoMacro Way in every interaction.
Meet or exceed customer care metrics, including accuracy, sentiment, and CSAT.
Navigate Shopify and Shipbob to update orders, process replacements or refunds, and manage order changes.
Coordinate with ShipBob and internal teams regarding damaged, delayed, or missing shipments.
Accurately follow processes for lost-package claims and quality escalations.
Serve as a power user of Gorgias, ensuring correct ticket tagging, categorization, and documentation.
Leverage macros, help docs, resource tools (Grammarly) and SOPs to maintain consistency and efficiency through all consumer communications.
Identify and report system issues (Shopify, Recharge, Gorgias, ShipBob) to the Customer Care Supervisor or Manager based on consumer feedback.
Collect and document quality concerns, including lot numbers, photos, descriptions, timestamps, and purchase details.
Collaborate with Quality Assurance to ensure accurate and timely reporting of product trends.
Support cross-functional teams with helpful consumer insights to guide product and operational improvements.
Participate in team meetings, training sessions, and special projects aimed at improving the consumer experience.
Other duties as assigned by the supervisor.