Customer Experience, Operations & Social Media Coordinator
About the role
We are looking for a Customer Experience, Operations & Social Media Coordinator to take ownership of customer support while also supporting inventory, operations, and social media content. Customer support is the highest priority of the role. The ideal candidate is empathetic, highly organized, proactive, creative, and comfortable wearing multiple hats. They should be a self-starter who is willing to learn and grow with the brand.
What you'll do
- Own day-to-day customer support through Gorgias
- Maintain a 12-hour or less response time for customer support tickets
- Respond to "Where is my order?" and other shipping questions
- Resolve delayed, lost, stolen, or damaged shipments
- Troubleshoot missing products or accessories that may be split-shipped from different warehouses
- Manage claims and reimbursements through SavedBy shipping insurance
- Coordinate replacements with the 3PL team via Slack when issues aren't covered by SavedBy
- Handle returns, replacements, refunds, order changes, and other customer requests
- Follow tickets through to complete resolution rather than simply responding
- Identify recurring customer issues and help improve FAQs, automations, and internal processes
- Communicate with empathy, patience, and excellent written English, including when dealing with frustrated customers
- Cross-check Shopify sales, 3PL inventory, returns, and inbound inventory daily or near-daily
- Investigate inventory discrepancies and help prevent lost or incorrectly adjusted inventory
- Communicate directly with warehouses and partners to resolve issues
- Assist with administrative and operational projects as needed
- Help document and improve SOPs as order volume grows
- Proactively identify problems and bring solutions rather than waiting for direction
- Post approximately 2–3 times per week across social channels
- Create original product and lifestyle content using the company's products
- Repurpose existing behind-the-scenes footage, farm content, healthy habits, founder content, educational material, and documentary footage
- Edit longer-form footage into engaging Reels, TikToks, Stories, and short-form content
- Help tell the founder and brand story in an authentic way
- Write captions and social copy consistent with the brand voice
- Bring a strong eye for design, aesthetics, storytelling, and what makes content engaging
- Identify organic content that could also work well for paid advertising
- Use AI tools such as ChatGPT or Claude where helpful to support research, workflows, and content development
Requirements
- Excellent written English is required
- Highly empathetic and comfortable communicating with customers
- Extremely organized, reliable, and detail-oriented
- Proactive, independent, and comfortable taking ownership
- Strong problem-solving skills and good judgment
- Experience with Shopify and Gorgias is strongly preferred
- Experience working with DTC/e-commerce, ideally in health, wellness, food, beauty, or natural products
- Experience working with 3PLs or fulfillment partners is a plus
- Comfortable with Canva, CapCut, Adobe, or similar creative tools
- Strong visual taste and an understanding of social media content
- Able to learn new tools and systems quickly
- Comfortable working in a fast-growing startup environment where priorities and responsibilities can evolve
- Self-starter who wants to learn and grow with the brand
- Strong communication skills and the ability to communicate with empathy
- Interest in health and wellness is a plus
- Understanding of the importance of citing sources when making health-related claims
About Near
At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
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