GoMacro

Customer Care Specialist

GoMacro

part-time

Posted on:

Location Type: Remote

Location: Wisconsin • United States

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About the role

  • 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.
  • Identify and report system issues (Shopify, Recharge, Gorgias, ShipBob) to the Customer Care Supervisor or Manager based on consumer feedback.
  • 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.
  • Support cross-functional teams with helpful consumer insights to guide product and operational improvements.
  • Participate in team meetings, training sessions, and special projects aimed at improving the consumer experience.
  • Other duties as assigned by the supervisor.

Requirements

  • 3+ years of customer service experience, preferably in e-commerce or CPG.
  • Experience using CRM or help desk platforms, such as Gorgias, Zendesk, or Salesforce.
  • Strong written communication skills with the ability to convey information clearly and professionally.
  • Demonstrated ability to troubleshoot across multiple systems, platforms, and tools.
  • Highly organized with strong attention to accuracy and detail.
  • Ability to work independently while maintaining accountability in a remote or hybrid environment.
  • Strong problem-solving, conflict resolution, and consumer-centric decision-making abilities.
  • Shopify, Gorgias, Recharge, SAP, or ShipBob experience preferred.
  • Experience in the natural, organic, or wellness food industry preferred.
  • Experience with subscription workflows or e-commerce operations preferred.
  • Familiarity with reading and interpreting product, ingredient, or nutritional information preferred.
  • Ability to identify consumer trends and suggest improvements to processes or documentation preferred.
Benefits
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicetroubleshootingsubscription workflowse-commerce operationsorder managementquality reportingdocumentationdata collectionticket taggingconsumer insights
Soft Skills
written communicationattention to detailproblem-solvingconflict resolutionorganizational skillsindependenceaccountabilityconsumer-centric decision-makingcollaborationcourtesy