Customer Service Representative - Subscription Specialist (MGZ)

Job Description:

We are seeking a highly motivated and experienced Customer Service Representative to join our subscription business. As a Customer Service Representative, you will play a crucial role in ensuring subscriber satisfaction and fostering positive relationships with our readers. In this role, you will be responsible for providing exceptional customer service support while leveraging your expertise in Shopify, subscription management, and customer experience in our magazine publishing business.

Responsibilities:

• Utilize expert knowledge of Shopify and Recharge to assist existing subscribers with account, order, and subscription support
• Handle a range of subscriber inquiries including account management, subscription management and order status, delivery timeframes, and payment processing
• Assist new customers with their online shopping experience, order placement, and product inquiries
• Process address changes, email updates, and other account modifications accurately and efficiently
• Address merchandise-related concerns including size issues, returns, and shipping needs
• Track and respond to submission inquiries, directing them to appropriate editorial teaUpgrade to see actual infombers when necessary
• Troubleshoot and resolve subscriber issues effectively, demonstrating empathy and professionalism at all times. Provide accurate and timely information in all cases
• Collaborate with internal teams in fulfillment, social media, and leadership to ensure efficient and seamless subscription processing and fulfillment
• Monitor and respond thoughtfully to customer feedback and use that feedback to proactively identify urgent or critical process improvements in customer experience
• Maintain detailed records of subscriber interactions, inquiries, and resolutions in our CRM system
• Stay up to date with product knowledge, industry trends, and best practices in ecommerce and customer service.
• Build and maintain strong relationships with clients, understanding their unique needs and providing personalized support and recommendations.

Requirements:

• Proven experience (3+ years) as a Customer Service Representative or similar role, preferably in a subscription-focused ecommerce business
• In-depth knowledge of Shopify ecommerce and Recharge subscription platforms, including subscription and order management, payment processing, dispute resolution, and account maintenance
• Strong understanding of order fulfillment processes, with the ability to track deliveries and resolve delivery issues domestically and in some cases internationally
• Exceptional communication skills, both written and verbal, with a friendly and professional demeanor
• Excellent problem-solving and decision-making abilities, with a focus on finding practical and efficient solutions for both subscribers and business
• Ability to handle multiple tasks simultaneously and prioritize a diverse workload effectively
• Proficiency in using customer support CRM software, Shopify, and Recharge or similar subscription management platform
• Ability to work independently and as part of a team, with a positive attitude and willingness to learn and adapt.
• Strong attention to detail and organizational skills, ensuring accurate and timely follow-up with subscribers

Qualifications:

• Proven experience as a Customer Service Representative in subscription-based business
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with subscribers
• Strong problem-solving skills and a proactive approach to problem solving
• Ability to multitask, prioritize, and manage time effectively in a remote work environment
• Empathetic and patient demeanor with a customer-centric mindset
• Interest in outdoor culture is a plus

Education and Experience:

• High school diploma or equivalent required; additional education or certification in customer service or related fields is a plus
• Previous work in publication, subscription-based businesses, or e-commerce preferred

Schedule:

• Monday - Friday, 9:00am - 5:00pm PST (1:00am to 9:00am Manila)
• Wednesday - Sunday, 9:00am - 5:00pm PST (1:00am to 9:00am Manila)

How to Apply:

• Please submit a link to your most recent resume and a 20-30 second voice introduction. Note that we won't review submissions without a resume and voice recording.