Product Support Specialist supporting SurveyMonkey’s survey and forms platform users. Troubleshooting customer issues across email, chat, and phone while improving service workflows.
About the role
- Remote customer service representative supporting consumers, healthcare professionals, and retailers for Premier NX’s nutrition-product account. Managing inquiries, orders, complaints, e-commerce, and social-media engagement.
Responsibilities
- Provide professional and timely customer service through phone calls, email, webforms, and other communication channels
- Respond to consumer inquiries, complaints, compliments, and product-related questions
- Support healthcare professionals with inquiries, complaints, order management, and general customer service needs
- Escalate complex inquiries and complaints according to established Standard Operating Procedures
- Deliver a positive customer experience while maintaining professionalism, empathy, and accuracy
- Provide direct-to-consumer support, including order placement, order status inquiries, and e-commerce assistance using Shopify
- Assist with business-to-business, wholesale, and e-retail customer support
- Coordinate order-related inquiries and fulfillment requests
- Process and coordinate follow-up fulfillment requests, including product retrieval kits, coupons, customer correspondence, compensation, and digital reimbursements
- Monitor and respond to customer inquiries and feedback across social media platforms
- Monitor and manage customer ratings and reviews using Bazaarvoice or other designated platforms
- Ensure customer-facing responses align with brand standards and service expectations
- Document customer interactions, inquiries, complaints, and resolutions in CRM systems
- Follow SOPs, work instructions, and escalation procedures
- Maintain accurate complaint records and ensure timely escalation
- Participate in ongoing training and process updates to maintain product knowledge and service quality
Requirements
- Previous experience in customer service, contact center operations, or a related field preferred
- Strong verbal and written communication skills
- Ability to manage multiple customer interactions and prioritize tasks effectively
- Ability to thrive in a fast-paced environment while maintaining a minimum 97% audit score
- Experience with Shopify, CRM platforms, or e-commerce customer support preferred
- Familiarity with social media customer engagement and ratings and reviews platforms is a plus
- Strong problem-solving skills and excellent attention to detail
- Ability to work independently and collaboratively in a fast-paced environment
- Comfortable learning new systems, processes, and product information
- Authorization to work in Canada is required
Benefits
- Remote work arrangement
- Shift schedule of 8:00 AM–5:00 PM ET, Monday–Friday
- Ongoing training and process updates
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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Product Support Specialist helping SurveyMonkey users solve product issues via email, chat, and phone. Troubleshooting challenges and improving customer experience for the survey and forms platform.
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