Customer Experience & Support Admin

Description

The Customer Experience & Support Admin plays a vital role as the primary liaison for customer repair cases while also managing a wide range of administrative support tasks. This role ensures a smooth and professional customer experience by coordinating repair authorizations, maintaining clear and timely communication between customers and the repair team, and keeping repair records up to date.

In addition to repair coordination, this position is responsible for processing RMAs, generating return labels, submitting customer orders, and managing issues related to freight damages and lost packages—including submitting claims and monitoring them through to resolution. The role also involves answering inbound support calls transferred from the Sales Team when inquiries are unrelated to sales, and providing additional phone coverage during peak periods such as holidays and Q4.

The ideal candidate is detail-oriented, highly organized, and dedicated to delivering timely, empathetic, and effective support in a fast-paced, customer-focused environment.

Requirements

Admin Support:

• Create and manage RMAs (Return Merchandise Authorizations) for authorized returns.
• Generate and email return shipping labels to customers.
• Set up and process new customer orders as needed.
• Submit orders to DSV for drop ships.

Repair Service Liaison:

• Set up repair authorizations.
• Communicate via phone (inbound and outbound) and email to keep customers informed throughout the repair or return process.
• Make outbound calls to confirm repair status and collect payments.
• Serve as a liaison between customers and the repair tech team to ensure clarity and timely updates.
• Update repair cases in internal systems and manage case statuses.
• Provide reporting based on SLAs and repair statuses.
• Provide world-class customer service with professionalism, empathy, and attention to detail.

Support Call Handling:

• Answer inbound support calls transferred from the Sales Team that are unrelated to sales (e.g., technical support questions, order status, returns).
• Assist with general phone coverage during high-volume periods, including holidays and Q4.
• Deliver efficient and courteous phone support to ensure customer needs are met.

Damage & Loss Resolution:

• Review cases of damaged items to determine next steps, including freight claim submission if applicable.
• Submit and track loss tracers or claims with shipping carriers for missing packages.
• Maintain clear and consistent communication with customers through resolution.

Reporting & Documentation:

• Maintain accurate records in CRM and ERP systems for all cases (repairs, returns, damages, and losses).
• Run and present daily/weekly reports outlining key metrics and statuses
• Identify trends and collaborate with team members to improve processes and prevent recurring issues.

Qualifications:

• 2+ years in customer service, order processing, or logistics support (e-commerce or repair-focused environment preferred).
• Excellent communication skills (verbal and written).
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Proficiency in order management and CRM tools (e.g., Shopify, HubSpot).
• Comfortable handling phone-based communication and providing real-time updates.
• Positive, team-oriented mindset with a customer-first approach.

Why You’ll Love Working Here:

• Compensation & Benefits
• Competitive hourly pay with monthly bonuses and performance incentives
• Health and dental insurance plans
• 401(k) with company contributions
• Generous paid time off including vacation, sick time, and holidays
• Workplace Perks
• Fully stocked kitchen with endless coffee, lattes, and cappuccinos
• Monthly DoorDash pass to enjoy meals on us
• Hands-on access to high-end espresso machines and premium coffee gear