Customer Success & Support Specialist; Ecommerce (Spiritual/Conjure Products Brand)

About Us The Rootworker's Haus is a fast-growing spiritual and conjure products brand; oils, sprays, cosmetics, built on Shopify with a passionate, engaged customer base. We're looking for an experienced customer success professional to join our small team. About the Role This role blends proactive customer success with day-to-day support for a high-volume online shop. You'll monitor order status and reach out to customers proactively when shipping timelines run long, rather than waiting for them to ask, alongside handling inbound emails, order lookups, and day-to-day service issues. You'll work from clear written policies covering shipping timelines, product issues, and refunds/credits, and you'll be a primary voice representing our brand to customers. What We're Looking For 2+ years of customer service or customer success experience, ecommerce preferred Confident, professional communication, comfortable holding a firm, policy-based line with customers while staying warm and courteous A proactive mindset, comfortable reaching out to customers before they complain, not just responding once they do Strong judgment and attention to detail; accurate reporting on customer issues Experience with Shopify a plus, not required Someone who thrives working independently within clear guidelines Responsibilities Proactively monitor orders approaching or exceeding stated shipping windows and reach out to customers with a status update before they have to ask Respond to inbound customer emails/DMs regarding orders, shipping, and product questions Look up order status/tracking in Shopify Apply existing shipping and refund/credit policies consistently Log customer interactions in a shared team channel (Slack) Escalate refund, credit, and replacement decisions to the owner for final approval Identify patterns in customer complaints (recurring issues, potential policy abuse) and flag them proactively rather than waiting to be asked