Customer Support Specialist - 2nd Shift - Remote

Overview

Double Good’s mission is to create joy. We create joy with our delectable and award-winning popcorn. We create joy with our easy-to-use fundraising platform that raises a meaningful amount of money for youth sports and activities, empowering kids to pursue their dreams. We create joy through our Kids Foundation which hosts Double Good Days events across the country to bring all-ability fun to children with special needs and their families. As featured on the Today Show, Double Good is not just about the product; we have a strong social mission.

In Short

• Provide timely, accurate, and empathetic support to customers via email, chat, and phone.
• Work 40 hours per week (Monday–Friday, 12pm–8pm CST).
• Support customers across the US in real-time.
• Collaborate with shipping, product, and technical support teams.
• Respond to and resolve customer inquiries within established SLAs.
• Adapt communication tone to match customer sentiment.
• Troubleshoot order, account, and platform issues.
• Accurately categorize and document all tickets.
• Participate in team meetings and training sessions.
• Support peak-season demand with potential overtime.

Requirements

• Excellent written and verbal communication skills.
• Strong problem-solving and critical thinking abilities.
• Ability to manage multiple tickets and prioritize effectively.
• Proficiency with customer support platforms (e.g., Kustomer, Zendesk).
• High emotional intelligence and adaptability.
• Reliable internet connection.
• High School Diploma or GED equivalent.
• 1–2 years in customer support or help desk environment.

Benefits

• Competitive benefits including medical, dental, and vision coverage.
• Immediate vesting in our 401k plan.
• Paid time off and company-paid leaves.
• Popcorn Allowance (free popcorn!).