Customer Support Specialist - Evening Shift

Double Good•Elmhurst, IL

44d•$24•Hybrid

About The Position

Provide timely, accurate, and empathetic support to customers via email, chat, and phone, ensuring resolution of inquiries and issues related to orders, fundraising events, product information, and account management. This role plays a key part in delivering an exceptional customer experience that builds trust and brand loyalty.

Requirements

Excellent written and verbal communication skills.
Strong problem-solving and critical thinking abilities.
Ability to manage multiple tickets simultaneously and prioritize effectively.
Proficiency with customer support platforms (e.g., Kustomer, Zendesk, Freshdesk, or similar).
High emotional intelligence and adaptability in customer interactions.
Reliable internet connection
High School Diploma or GED equivalent
1-2 years in customer support, call center, or help desk environment

Nice To Haves

Experience with eCommerce or fundraising platforms
Familiarity with shipping/logistics workflows
Familiarity handling and protecting sensitive user data such as payment information, EINs, SSNs, etc
Previous experience with automation or AI-driven support tools
2+ years in remote customer support for eCommerce, SaaS, or retail

Responsibilities

Respond to and resolve customer inquiries through email, chat, social, and phone within established SLAs.
Provide accurate and complete resolutions on the first attempt whenever possible.
Adapt communication tone to match customer sentiment, showing empathy and professionalism.
Troubleshoot order, account, and platform issues; escalate to appropriate teams when necessary.
Accurately categorize, tag, and document all tickets in the support system.
Follow established policies, templates, and best practices in every interaction.
Track recurring issues and escalate patterns to leadership for continuous improvement.
Participate in team meetings, training, and coaching sessions.
Contribute feedback to improve macros, knowledge base articles, and processes.
Support peak-season demand with occasional overtime if required.

Benefits

Double Good offers competitive benefits including medical, dental and vision coverage with plans that can fit each teammate's needs.
We offer immediate vesting in our 401k plan, paid time off, company-paid leaves and other perks including a Popcorn Allowance (yup, free popcorn!).

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