Customer Support Specialist - Bad Birdie

COMPANY OVERVIEW

When Bad Birdie started, we gave golfers something they'd never had before. A bold print polo ready to disrupt an old game, invite people in, and create a new community of players. Today, we're proud of our impact on the sport and the new generation we see on the course. As we grow, we want to keep the energy of those early days and develop new disruptive apparel that moves golf forward into a more innovative and inclusive space. We started bold, we're staying bad, and we will continue to show golfers what the game can be.

JOB OVERVIEW

The Customer Support Specialist is the front line of Bad Birdie's customer experience, ensuring every interaction reflects our bold and inclusive brand. This role goes beyond answering inquiries—you'll build genuine connections with customers through chat, email, and phone, providing thoughtful solutions and creating memorable experiences. If you're tech-savvy, solution-oriented, and thrive in a dynamic environment where every day brings new challenges, this role offers the chance to make a direct impact on our growing community of players.

WHAT YOU'LL BE RESPONSIBLE FOR

• Assist customers with orders, returns, and related inquiries via chat, phone, and email using CRM tools.
• Investigate and resolve order issues, product concerns, and returns/exchanges.
• Use various software and tools to manage customer accounts, review policies, and provide effective solutions.
• Collaborate with team members to achieve productivity, resolution time, and satisfaction goals.
• Identify process improvements and surface issues to leadership with creative solutions.
• Participate in achieving production goals and completing special projects.
• Maintain a positive and professional attitude, even during challenging conversations.

THE TECHNICAL STUFF

• Minimum of 3 years of customer service experience, communicating with customers via chat and email in English.
• Familiarity with product categories, pricing, delivery times, and methods.
• Proficient in CS software, Google Suite, smartphone applications, Gladly, Live Chat, Slack, and 3PL/returns systems.
• Experience in a startup environment, thriving in a fast-paced, dynamic setting.
• Skilled at crafting professional and empathetic responses.
• Strong de-escalation skills with a proactive and solution-oriented mindset.
• Tech-savvy with the ability to quickly navigate web and mobile applications.

*This is a 6-month contract to hire position.