Customer Support Specialist

Celsius•Boca Raton, FL

1d•Hybrid

About The Position

Customer Support specialist – Alani Nu Hybrid: Based in Boca Raton, FL Travel Requirements: N/A People Management Responsibilities: No Role Type: Full-Time Position Overview The Customer Support Specialist, drives day-to-day customer support operations for Alani Nu’s direct-to-consumer business. This role is responsible for delivering exceptional customer experiences across multiple communication channels while resolving inquiries efficiently. The Specialist maintains detail records, collaborates cross-functionally to address recurring concerns, and contributes to continuous improvement within the support team. An ideal candidate is solution-driven, highly organized, and passionate about building long-term relationships with customers.

Requirements

2+ years of experience in Customer Support or Customer Experience within a high-volume CPG or e-commerce environment.
Hands-on experience with ticketing systems and e-commerce platforms (Shopify).
Ability to maintain support KPIs, analyze ticket trends, and propose improvements in efficiency and customer experience.
High attention to detail with strong QA instincts across customer communications and workflows.
Ability to work collaboratively with cross-functional teams.
Proficient in Microsoft Office (Excel, PowerPoint, Word); reporting experience a plus.
Strong written and verbal communication skills, including escalation management.
Process-driven, proactive, and comfortable in a fast-paced environment.

Responsibilities

Support the day-to-day DTC Customer Support function, including operating model, ticket flow, escalations, and overall performance.
Maintain and exceed Customer Support KPIs, including ticket volume, response time, resolution time, backlog, and customer satisfaction.
Troubleshoot customer issues and escalate complex cases when necessary.
Support launch and promotional readiness by becoming knowledgeable about the product and preparing necessary messaging.
Assist with special projects related to launches, peak season readiness, and other initiatives as assigned.
Translate customer insights into strategic business recommendations.
Support cross-functional customer experience initiatives aligned with company growth objectives.
Partner cross-functionally with DTC, E-Commerce, Operations, Fulfillment, Regulatory, and Social teams to identify, escalate, and resolve customer-impacting issues.
Assist in system configuration improvements and automation strategies.
Maintain knowledge of products, policies, and promotions.
Assist in compiling weekly or monthly customer service reports.
Participate in testing new support tools or workflow changes.
Identify patterns in customer feedback and proactively suggest improvements or solutions.
Maintain response-time standards and service-level expectations are consistently met during both steady-state operations and peak demand periods.