Customer Experience Specialist (Remote | eCommerce)

Job Title: Customer Experience Specialist (Remote | eCommerce | Shipping Support) Job Type: Full-time Pay: $40,000 – $50,000 per year Schedule: Monday – Friday, 9:00 AM – 5:30 PM Pacific Time Location: Remote – U.S. only (must have a home office setup) Experience Level: Mid-level (2+ years required) Industry: Pet Health, eCommerce, DTC (Direct-to-Consumer) Company Overview AnimalBiome is a fast-growing pet health company that helps cats and dogs live healthier lives through microbiome testing and science-based supplements. Our customers are passionate pet parents, and we’re looking for someone equally passionate about delivering an exceptional customer experience. Position Summary We’re hiring a Customer Experience Specialist with proven experience supporting customers in direct-to-consumer (DTC) eCommerce environments. The ideal candidate has handled customer inquiries related to online orders, shipping issues, and product questions via phone, email, and chat. Shopify or similar eCommerce platform experience is a big plus. This is not an entry-level role. If you’ve worked in remote customer service, especially supporting online sales and logistics, we want to hear from you. Key Responsibilities • Respond to customer inquiries by email, chat, and phone using Kustomer and Aircall • Handle shipping problems including tracking, delays, lost packages, and customs • Resolve issues related to returns, refunds, defective products, and order errors • Support basic product guidance (non-medical) and direct complex questions appropriately • File shipping claims with carriers (USPS, FedEx, UPS, DHL) • Provide support for international shipping and customs clearance • Identify patterns in customer issues and suggest process improvements Minimum Requirements • 2+ years of customer service experience in DTC or eCommerce (support center or contact center) • Experience handling shipping issues and online order support • Strong written and verbal communication skills • Tech-savvy and organized, with strong multitasking abilities • Comfortable using tools like Slack, Google Workspace, Shopify, and Apple devices • High-speed internet and a quiet, dedicated home office Preferred Qualifications • Experience with Shopify, Kustomer, or Aircall • Knowledge of international shipping and filing claims • Pet care experience (pet parent, vet tech, shelter/rescue, etc.) • Previous experience working in a remote position Compensation Philosophy Our compensation reflects skills, experience, education, and internal equity. Most new hires start between the minimum and midpoint of the salary range. We offer full benefits and a team culture rooted in transparency, respect, and collaboration. Benefits • Medical, Dental, and Vision insurance • 401(k) with company match • Life and Disability Insurance • Paid Time Off and Sick Leave • Fully remote work Why Join AnimalBiome? • Make a meaningful impact on pet health • Be part of a mission-driven and collaborative remote team • Build valuable skills in logistics, compliance, and customer care To Apply Submit your resume and a short cover letter highlighting your eCommerce customer support and shipping experience. Applicants without relevant customer service experience will not be considered. Job Type: Full-time Pay: $40,000.00 - $50,000.00 per year Benefits: • 401(k) • Dental insurance • Health insurance • Paid time off • Vision insurance • Work from home Shift: • 8 hour shift Application Question(s): • What e-commerce and customer service platforms or tools have you used (e.g., Shopify, Kustomer, Aircall, Zendesk, Gorgias, etc.)? • The hours for this position are 9-5:30 Pacific Time. Is this your ideal work schedule? • Why are you interested in working with AnimalBiome and supporting pet parents? • Please describe your experience supporting customers in a direct-to-consumer (DTC) eCommerce environment. Education: • Bachelor's (Preferred) Experience: • e-Commerce Customer Service: 2 years (Required) Work Location: Remote Apply tot his job