Ecommerce Support Specialist- Phone, Email, Chat for E-Commerce Fishing Retailer

Customer Experience & Operations Specialist

Location: Deerfield Beach, FL (On-site)

Company: Chaos Fishing

About the Role

This is not a traditional customer service position.

We’re looking for someone who can own the full customer experience—from first interaction to post-purchase support, including returns, exchanges, and issue resolution. This role sits at the intersection of customer service, operations, and revenue protection.

You will manage customer communication across email, phone, and social media, while also handling returns and working closely with our operations team to ensure smooth execution.

What You’ll Do

Customer Experience

• Respond to customer inquiries via email, phone, chat, and social media (Instagram, Facebook, etc.)
• Manage and engage with comments, DMs, and customer conversations in real time
• Resolve issues quickly while maintaining a high-quality experience

Returns & Operations

• Manage returns, refunds, exchanges, and RMA processes
• Review and approve return requests based on company policy
• Work with warehouse/fulfillment to track and process returned items
• Identify opportunities to convert refunds into exchanges or store credit
• Monitor return patterns (damages, defects, shipping issues) and escalate insights
• Help improve internal processes to reduce return rates and improve efficiency

Revenue & Retention

• Protect margin by balancing customer satisfaction with company policy
• Contribute to improving customer lifetime value

What We’re Looking For

Core Traits

• Strong communicator—clear, confident, and professional
• High attention to detail and strong follow-through
• Ability to handle high-pressure customer situations
• Solutions-oriented mindset (not just answering questions, solving problems)
• Comfortable managing multiple systems and workflows

Experience

• 2+ years in customer service, eCommerce support, or operations
• Experience handling returns, refunds, or RMA processes
• Familiarity with Shopify, Zendesk, Gorgias, or similar platforms

Bonus (Differentiators)

• Experience in eCommerce or product-based businesses
• Understanding of inventory or fulfillment workflows
• Sales or retention mindset
• Bilingual (English/Spanish)
• Interest in fishing, boating, or outdoor lifestyle

What Success Looks Like

• Fast, accurate responses across all channels
• High customer satisfaction and positive feedback
• Efficient and consistent handling of returns
• Reduced return-related issues through process improvement

Compensation & Benefits

• $19–$22/hour (based on experience)
• Growth opportunities into operations, eCommerce, or management roles
• Stable, growing company in a specialized industry

Why Join Chaos Fishing

• Work in a fast-growing offshore performance brand
• Direct impact on both customer experience and company profitability
• Opportunity to build systems, not just follow them
• Be part of a team that values execution, accountability, and results

Final Note (This Filters for Top Talent)

We are looking for someone who can take ownership, think critically, and improve how we operate—not just process tickets.

If you want a passive role, this isn’t it.

Job Type: Full-time

Pay: $19.00 - $22.00 per hour

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute

• Deerfield Beach, FL 33442 (Preferred)

Ability to Relocate

• Deerfield Beach, FL 33442: Relocate before starting work (Preferred)

Work Location: In person