Customer Service Specialist

Local Crafts

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

Posted 10/11/2026full-timeRemote • United StatesJuniorMid-Level💰 $19 - $20 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support across multiple channels, including phone, email, and live chat, while providing knowledgeable assistance in knitting, crochet, and quilting. Proficient in using customer service platforms and order management systems to resolve issues and enhance customer experience.

Highest-signal resume keywords

Customer Support ExperienceOrder Management SystemsKnitting KnowledgeZendesk ProficiencyMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportOrder ResolutionShipping IssuesReturn ProcessesWriting SkillsWeb NavigationMultitaskingProblem SolvingAdvanced Knitting TechniquesPattern Troubleshooting

Soft Skills

CollaborationAdaptabilityAttention to DetailCommunicationJudgment

Tools & Technologies

ZendeskNetSuiteShopifyIn-House Systems

Industry Keywords

KnittingCrochetQuiltingOnline Retail

About the role

Key responsibilities & impact

Support customers across multiple brands by phone, email, web forms, and live chat
Provide knowledgeable, accurate, timely, and friendly responses
Resolve issues using sound judgment, including offering replacements, refunds, or credits
Escalate issues when needed
Answer questions about knitting, crochet, and quilting tools, techniques, and patterns
Enter orders and update account details using in-house systems
Track shipments and explain return processes
Write clear, thoughtful responses reflecting the company brand voice
Collaborate with teammates and other departments to resolve customer issues
Take on special projects or additional tasks as needed
Learn product lineups across 7+ brands and order and ticketing systems
Handle complex tickets, apply exceptions, and write personalized responses requiring research or collaboration
Report to the Director of Customer Experience

Requirements

What you’ll need

2+ years recent experience handling customer contacts by chat, email, and phone for an online retailer
Experience resolving order, shipping, and return issues independently, with minimal oversight
Familiarity with knitting, crochet, or quilting tools and techniques
Strong computer and web navigation skills; comfortable adapting to new systems
Proficiency with Microsoft Office
Clear, accurate writing with strong spelling, grammar, and attention to detail
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 read, troubleshoot, and explain patterns preferred
Available to work 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
Work across multiple well-loved craft brands
Broaden craft industry expertise across multiple brands