Customer Experience Specialist

Local Crafts

. Support customers across multiple brands via phone, email, web forms, and live chat .

Posted 9/29/2026full-timeRemote • Washington • United StatesJuniorMid-Level💰 $18 - $20 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with over 2 years of experience, proficient in Microsoft Office and familiar with customer service platforms like Zendesk. Possesses advanced knowledge of knitting, crochet, and quilting, with the ability to communicate effectively and resolve customer inquiries.

Highest-signal resume keywords

Customer Service ExperienceMicrosoft Office ProficiencyZendesk ExperienceKnitting KnowledgeWritten Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills

Order EntryWeb Navigation SkillsPattern ReadingShipping Process KnowledgeReturns Process Knowledge

Soft Skills

CollaborationAdaptabilityMultitaskingAttention to DetailFriendly Communication

Tools & Technologies

ZendeskNetSuiteShopify

Industry Keywords

KnittingCrochetQuiltingCall-Center EnvironmentCustomer Support

About the role

Key responsibilities & impact

Support customers across multiple brands via phone, email, web forms, and live chat
Provide accurate, timely, and friendly responses in a call-center environment
Answer questions about knitting, crochet, and quilt patterns
Enter orders and update account details using in-house systems
Track shipments and explain return processes
Write clear, thoughtful email responses reflecting the brand voice
Collaborate with teammates and other departments to resolve customer issues
Take on special projects or additional tasks as needed
Learn the product lineup across 7+ brands and practice order entry during onboarding
Independently resolve common issues including shipping questions, order placement, returns, and promotions
Handle complex tickets, apply exceptions, and provide researched, personalized responses

Requirements

What you’ll need

2+ years of direct customer service experience, preferably by phone/email
Strong computer and web navigation skills; quick learner of new systems
Proficiency with Microsoft Office
Excellent written communication with strong spelling, grammar, and attention to detail
Familiarity with knitting, crochet, or quilting products
Ability to read patterns is a plus
Collaborative, adaptable, and comfortable multitasking in a fast-paced environment
Experience with Zendesk or similar customer service platforms preferred
Experience with NetSuite, Shopify, or other order management systems preferred
Advanced knitting or crochet knowledge, with ability to explain or teach patterns preferred
Availability for Saturday–Wednesday, 8:30 a.m.–5:00 p.m. PT

Benefits

Comp & perks

Multiple medical, dental and vision plan options after 30 days, with company contributions to premium costs
Healthcare Savings and Flexible Spending Accounts
Company-paid Life, Short and Long-Term Disability, and worldwide travel assistance benefits
Voluntary life and income replacement plans
401(k) Retirement Savings Plan with Employer Match
Paid time off and holiday pay
Employee discounts at all Local Crafts companies
Fully remote work
Regular full-time schedule
Exposure to multiple craft brands and customer needs
Opportunities to grow skills in customer service and the craft industry