Nurture& (nurtureand.com) is a fast-growing e-commerce brand specializing in premium, design-forward furniture for growing families. We’re committed to delivering high-quality, functional, and stylish solutions that make parenting easier. Our team is passionate about customer experience, innovation, and creating products families love.

Job Summary

Our client is looking for dedicated, empathetic, and customer-focused individuals to join our growing Customer Support and Success team! As a Customer Support, you’ll play a  vital role in creating exceptional experiences for our customers, assisting them throughout their journey, from product inquiries to post-purchase support. If you love problem-solving, building relationships, and making a real impact, we’d love to hear from you!

Key Responsibilities
- Customer Support: Assist customers via chat, email, and phone, addressing inquiries with professionalism and care.
- Issue Resolution: Troubleshoot and resolve customer concerns efficiently, collaborating with internal teams when needed.
-Proactive Outreach: Engage with customers to gather feedback, provide product updates, and ensure a seamless experience.
- Product Expertise: Develop in-depth knowledge of our products to offer guidance and identify upsell/cross-sell opportunities.
- Order Management: Process orders accurately, verify product availability, apply discounts, and ensure smooth billing and shipping.
- Returns & Exchanges: Guide customers through return and exchange processes, ensuring policy compliance.
- Cross-Team Collaboration: Work closely with Sales, Marketing, and Product teams to improve the overall customer experience.
- Performance & Metrics: Meet or exceed key performance indicators (CSAT, CLV, SLA) to drive customer success and loyalty.

What we’re looking for:
- Problem-Solving Mindset: Ability to handle challenges with efficiency and creativity.
- Strong Communication: Clear, empathetic, and professional interaction skills.
- Customer-Centric Approach: Passion for delivering outstanding service and ensuring customer satisfaction.
- Resilience & Adaptability: Comfort working in a fast-paced, startup environment with evolving priorities.
- Sales Awareness: Ability to identify upsell and cross-sell opportunities based on customer needs.
- Tech-Savviness: Experience with customer service platforms (Gorgias, Shopify) is a plus.

Qualifications & Skills
- Fluency in English (written and spoken) is required; Spanish comprehension is a plus.
- 1-3 years of customer service experience (e-commerce, furniture, or retail preferred).
- Bachelor’s degree or equivalent experience in Business, Customer Service, or a related field preferred.
- Proficiency in customer service tools like Gorgias, Shopify, and analytics platforms is a plus.

Why Join Us?
- Fully remote – work from anywhere!
- Operate during Eastern Standard Time (EST) business hours.
- Be part of a dynamic, customer-first team driving meaningful experiences for families.