Customer Support Specialist (eCommerce | American Accent)
Role Snapshot
- Company: Lyfe Hardware LLC
- Location: Remote
- Work Hours: 9 AM 5 PM EST (mandatory)
- Experience: 25 years
- Work Type: Full-time
- Industry: E-commerce / Home Improvement
- Compensation: Competitive, based on experience
About Lyfe Hardware
Lyfe Hardware is a fast-growing US-based ecommerce brand in the luxury home improvement space, serving residential and commercial customers. We sell across Shopify, Amazon, and other marketplaces, with a strong focus on product quality, operational efficiency, and customer experience.
Role Overview
This role is responsible for frontline customer support and backend ecommerce coordination. You will interact directly with customers and distributors, resolve issues, manage orders, and support internal teams to ensure a smooth end-to-end customer experience.
This is a hands-on execution role requiring clarity, speed, and ownership.
Key Responsibilities
- Provide customer support via phone, email, and chat for product, order, and availability queries.
- Resolve customer and distributor issues efficiently while maintaining high CSAT.
- Manage order processing, listings, and inventory coordination across ecommerce platforms.
- Develop strong product knowledge to guide customers accurately.
- Support distributors with backend systems and order workflows.
- Track recurring issues and share insights for process and experience improvements.
- Assist with basic market research, trend analysis, and B2B sales support as needed.
- Adapt quickly as processes and responsibilities evolve.
What Success Looks Like
- Independently handle customer queries and orders with minimal escalation.
- Maintain high response quality and turnaround times.
- Demonstrate strong product and platform understanding.
- Consistently deliver high customer satisfaction.
- Reduce repeat issues through accurate handling and feedback.
- Become a reliable point of contact for customers and internal teams.
Requirements
Must-Have
- Neutral or natural American accent with availability during EST hours.
- Prior experience in ecommerce or direct-to-consumer support roles.
- Strong communication and problem-solving skills.
- High accuracy, urgency, and attention to detail.
- Comfortable working in a fast-paced, remote environment.
Good-to-Have
- Experience with Shopify, Amazon Seller Central, Etsy.
- Technical background or exposure to hardware/building products.
- Familiarity with tools like Notion, Asana, Slack, Google Workspace.
Tools
Shopify, Amazon Seller Central
Slack, Loom, Google Workspace
Notion, Asana (or similar tools)
Work Setup Requirement
This is a remote role. Candidates must use their own laptop/desktop system and have a stable internet connection. Lyfe Hardware does not provide company-issued hardware.
Why Join Lyfe Hardware
- Stable, full-time remote role.
- Clear expectations and structured workflows.
- Exposure to e-commerce operations and global customers.
- Growth opportunities in a scaling company.
Skills: google drive,organizational skills,microsoft office,product expertise,customer support,collaborative spirit,analytical skills,continuous improvement,problem resolution,flexibility,distributor support,ecommerce,customer service,communication skills,adaptability,availability,market research,trend analysis,slack,order management,notion,problem-solving,technical background,communication,trello,e-commerce,customer,sales support,voice & accent,software proficiency,home decor
