Customer Support Specialist

About the Role

We are seeking a detail-oriented and customer-focused Customer Experience & E-commerce Coordinator to support day-to-day operations across multiple storefronts. This role is ideal for someone who thrives in a fast-paced, creative environment and enjoys delivering a high-touch experience to premium clientele, particularly in the wedding and events space.

You will serve as the primary point of contact for customer inquiries while also supporting e-commerce operations, social media, and administrative tasks. This role requires strong written communication, sound judgment, and the ability to work independently with minimal oversight.

Customer Support & Order Management

• Manage customer inquiries across Marsupial Papers (website and email), Etsy, and Nexcards
• Respond to quote requests, product questions, timeline inquiries, and order status updates
• Provide a high-quality, personalized customer experience for wedding clients

E-commerce & Operations Support

• Update and manage Etsy listings and product listings on website
• Assist with order coordination and general storefront maintenance
• Handle invoicing, including creating, sending, and tracking invoices

Social Media Support

• Post content on Instagram for company papers
• Assist with caption writing and content scheduling (scope to be finalized during onboarding)

Ad Hoc Projects

• Support outreach efforts to wedding planners in target markets (Washington DC and Houston)
• Execute small operational projects as needed

Future Scope (Phase 2)

Support cold outbound efforts to wedding planners using structured outreach playbooks

Requirements

Must Haves

• Excellent written English with a warm, professional tone
• Strong customer service mindset with patience and attention to detail
• Experience working with e-commerce platforms, particularly Etsy
• Familiarity with Instagram posting, captions, and scheduling tools
• Comfortable managing invoicing processes
• Highly self-directed with the ability to work independently
• Strong judgment and ability to handle nuanced customer scenarios

Nice to Haves

• Experience in weddings, events, hospitality, or other high-touch service industries
• Background in stationery, print-on-demand, or design-related businesses
• Basic design sensibility and brand awareness
• Familiarity with Pinterest as a marketing or sales channel
• Experience with cold outreach or lead generation

Benefits

Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

• Permanent remote work flexibility
• Paid Time Off
• Health Maintenance Organization (HMO) coverage
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.