Customer Service Specialist - Remote

Customer Service Specialist — Remote (Full-Time)
HammerHead® — a Newly Enterprize LLC brand
About HammerHead®
HammerHead® is a DTC brand making solid metal plumbing fixtures: shower heads, shower systems, filtration and, next up, bathroom faucets. We sell on Amazon and Shopify across the US and a growing Canadian market. We're on pace for $25M in 2026, with a path to $100M by the end of 2029. We build for the long term: premium products, loyal customers, real margins, and a small team where every hire matters.
The Role
You'll own the customer experience. That means making sure orders ship on time and accurately, and that every customer gets fast, clear, HammerHead-level support. You'll move between phone and tickets throughout the day, clarify each issue, find the cause, explain the best solution and follow up until it's resolved.
What You'll Do
Handle a high volume of customer inquiries across calls, email, chat, reviews and social media, including order tracking, returns and product questions.
Assess each customer's needs, resolve complaints with the right solution within our time limits, and follow up until the issue is resolved.
Process returns, refunds and warranty orders (Loop, EasyPost, Shopify) and file lost-package claims.
Manage order fulfillment across Amazon, Shopify and our 3PL so every order ships on time.
Check product and virtual bundle (VB) SKUs for accuracy, fix discrepancies, and catch fulfillment issues before they affect more orders.
Own your assigned point-of-contact (POC) areas from start to finish.
Log product issues in the defect tracker, and report recurring patterns in quality, fulfillment, listings or policy to the Head of Customer Experience & Sales.
What Success Looks Like
First response under 9 hours, resolution under 22 hours.
CSAT above 4.8 out of 5.
Orders ship on time, and SKU errors are caught before they spread.
Issues are raised early, before they become trends.
You Bring
2+ years of customer service experience in eCommerce.
Hands-on experience with Shopify, Amazon Seller Central and a helpdesk platform (Gorgias preferred).
Excellent written and spoken English, strong phone skills and active listening.
Organized, detail-oriented and dependable, with the ability to multitask and prioritize.
A positive attitude, flexibility as processes change, and an extreme-ownership mindset.
Comfort with ClickUp and Slack.
Reliable internet and a quiet, dedicated workspace.
Bonus Points (Nice to Have)
Knowledge of plumbing fixtures.
Compensation & Structure
$1,800 USD/month, full-time, fully remote.
9:00 am–5:00 pm EST, Monday to Friday.
How to Apply
Apply through this LinkedIn post. Shortlisted candidates then complete an application questionnaire and an interview.
We move fast on strong candidates.

Work arrangement
Yes