Customer Support Specialist
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
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
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.
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