GoMacro

Customer Support

• Provide courteous, friendly, and accurate support across email, chat, and phone channels.
• Resolve consumer inquiries regarding account/orders, product inquiries, subscriptions, promotions, and website navigation.
• Maintain GoMacro’s brand voice and uphold The GoMacro Way in every interaction.
• Meet or exceed customer care metrics, including accuracy, sentiment, and CSAT.
• Navigate Shopify and Shipbob to update orders, process replacements or refunds, and manage order changes.
• Coordinate with ShipBob and internal teams regarding damaged, delayed, or missing shipments.
• Accurately follow processes for lost-package claims and quality escalations.
• Serve as a power user of Gorgias, ensuring correct ticket tagging, categorization, and documentation.
• Leverage macros, help docs, resource tools (Grammarly) and SOPs to maintain consistency and efficiency through all consumer communications.
• Collect and document quality concerns, including lot numbers, photos, descriptions, timestamps, and purchase details.
• Collaborate with Quality Assurance to ensure accurate and timely reporting of product trends.
• Participate in team meetings, training sessions, and special projects aimed at improving the consumer experience.
• Other duties as assigned by the supervisor.

Part-Time Customer Care Specialist

Sales Operations Manager

• Support the day-to-day operational needs of the sales organization
• Help reduce administrative burden on sales managers and sales leadership
• Coordinate timelines, deliverables, and follow-up across multiple projects and initiatives
• Maintain organization of sales materials, files, trackers, and shared resources
• Assist in building and updating presentations, meeting materials, and sales support documents
• Support communication and coordination across field sales, brokers, distributors, and internal teams
• Own retailer, distributor, and syndicated data portal maintenance and updates
• Manage item setup forms, onboarding documentation, promotional forms, and related customer paperwork
• Ensure information within portals and systems is accurate, current, and submitted on time
• Maintain organization and consistency across retailer and distributor documentation
• Support ongoing management of shared systems, files, and internal resources
• Maintain recurring trackers, reporting files, and sales support tools
• Assist with gathering and organizing information for business reviews and internal meetings
• Help ensure reporting and sales materials are accurate, organized, and up to date
• Support light project management and coordination across commercialization and sales initiatives
• Assist with trade show preparation, logistics, and sales meeting coordination

Sales Operations Coordinator

Marketing

• Drive brand growth at the point of purchase by developing and executing retailer-specific marketing programs
• Partner closely with Sales, Brand Marketing, and Category Management to deliver compelling, insight-driven programs
• Lead annual shopper marketing planning, translating strategic context into clear priorities
• Apply shopper insights, category data, and retailer intelligence to shape strategies that influence the path to purchase
• Develop and execute integrated in-store and omnichannel programs spanning displays, digital coupons, and promotional toolkits
• Own retail media strategy and execution across key platforms (Amazon DSP, Walmart Connect, etc.)
• Own and continuously optimize product detail page content strategy across major retailer platforms
• Serve as the primary liaison between Sales, Brand Marketing, Category Management, and agency partners

Part-Time Customer Care Specialist

Sales Operations Coordinator

Shopper Marketing Manager