Customer Support Specialist, Fulfillment Center

Our mission is to inspire entrepreneurs and shoppers to find something new. We buy great brands built on Shopify, unlocking liquidity for small business entrepreneurs looking to start new adventures. We manage nearly 50 brands with over 100,000 products across apparel, beauty, home goods, and electronics.

Our team of e-commerce experts and engineers uses our proprietary technology and tooling, and advantages from our size, to grow our brands at scale.

OpenStore was started in 2021 by top investor and operator, Keith Rabois, a former executive at PayPal, LinkedIn, and Square, and a co-founder of Opendoor. We are backed with $150M+ from world-class investors such as Atomic, Khosla Ventures, Founders Fund, General Catalyst, and Lux Capital.

Your Impact & Responsibilities

• Deliver real-time support for fulfillment-related inquiries from customers and team members.

• Act as the primary liaison between CS agents and fulfillment teams to facilitate clear communication and swift issue resolution including inventory research and discrepancies.

• Monitor and analyze error rates. Identify trends and root causes, then propose and implement solutions to reduce errors.

• Assist in escalated customer issues that frontline agents are unable to resolve virtually.

• Problem-solve customer facing issues and provide effective solutions to maintain high levels of customer satisfaction.

• Contribute to higher CSAT and NPS scores through proactive problem resolution.

• Perform location cycle counts and ensure defects are identified and resolved.

• Perform additional warehouse tasks as assigned by managers.

What you Bring to Us

• Minimum of 4 years’ experience in customer service or a related field.

• Proficiency in customer support tools (e.g., Gorgias, ZenDesk, or equivalent). 

• Familiarity with Google Sheets/Excel is a plus.

• Warehouse or fulfillment experience preferred (but not required).

• Strong focus on accuracy to ensure customer facing issues are solved promptly.

• A collaborative attitude and ability to work well with others in a fast-paced environment.

• Punctuality and a strong work ethic to meet the demands of the role.

• Comfortable working in a dynamic warehouse environment and adjusting to shifting priorities (such as supporting pick/pack and other warehouse activities, when required).

• Commitment to following safety guidelines and ensuring a safe workplace for all team members.

• Ability to stand, walk, lift (up to 50 lbs), and perform repetitive motions for the duration of your shift.

We are reinventing eCommerce and the future of niche brands and we want you to join us!

OpenStore is a proud Equal Opportunity Employer where we welcome and celebrate differences. We are committed to providing a workspace that is safe and inclusive, where everyone feels supported, connected, and inspired to do their best work. If you require any accommodations to participate in our recruitment process, please inform us of your needs when we contact you to schedule an interview.