Customer Support Specialist
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Job Description
Customer Experience & E-commerce Coordinator managing customer inquiries and e-commerce operations for Marsupial Papers. Providing high-quality service and assisting with social media and operational tasks in a creative environment.
Responsibilities:
- Manage customer inquiries across Marsupial Papers (website and email), Etsy, and Nexcards
- Respond to quote requests, product questions, timeline inquiries, and order status updates
- Provide a high-quality, personalized customer experience for wedding clients
- Update and manage Etsy listings and product listings on website
- Assist with order coordination and general storefront maintenance
- Handle invoicing, including creating, sending, and tracking invoices
- Post content on Instagram for company papers
- Assist with caption writing and content scheduling (scope to be finalized during onboarding)
- Support outreach efforts to wedding planners in target markets (Washington DC and Houston)
- Execute small operational projects as needed
- Support cold outbound efforts to wedding planners using structured outreach playbooks
Requirements:
- Excellent written English with a warm, professional tone
- Strong customer service mindset with patience and attention to detail
- Experience working with e-commerce platforms, particularly Etsy
- Familiarity with Instagram posting, captions, and scheduling tools
- Comfortable managing invoicing processes
- Highly self-directed with the ability to work independently
- Strong judgment and ability to handle nuanced customer scenarios
- Experience in weddings, events, hospitality, or other high-touch service industries
- Background in stationery, print-on-demand, or design-related businesses
- Basic design sensibility and brand awareness
- Familiarity with Pinterest as a marketing or sales channel
- Experience with cold outreach or lead generation
Benefits:
- Permanent remote work flexibility
- Paid Time Off
- Health Maintenance Organization (HMO) coverage
- Annual performance bonuses
- Dedicated coaches offer an extra channel of support and skill-building
- Opportunities for professional growth
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