Customer support specialist
Northwind Coffee roasts and ships specialty coffee from Portland, Oregon. We run three cafes, an online store, and a monthly subscription, and we answer every customer email ourselves. We're hiring a customer support specialist to join our customer experience team. This is a full-time hybrid role based in Portland, OR.
What you'll do
- Answer customer emails and chats about orders, shipping, and subscriptions
- Troubleshoot order issues and own them through to resolution
- Track recurring problems and flag them to the team that can fix the cause
- Keep help articles and saved replies accurate as things change
- Spot chances to turn a one-time buyer into a regular
What you'll need
- Two or more years in a customer-facing role
- Clear, warm writing (most of this job happens in email)
- Comfort working across several conversations and tools at once
- A calm, curious approach when a customer is unhappy
Nice to have
- Experience with help desk tools like Zendesk or Help Scout
- An interest in coffee (you'll be around plenty of it)
Pay and benefits
This is a full-time position with a pay range of $45,000 to $55,000 per year. We share the range up front so you can decide if it works before you apply.
How we hire
We keep the process short and tell you where you stand at each step. You apply, complete a short screening step, and interview with the team. Then we make a decision and let you know either way.