E-commerce Customer Care & Content Coordinator

Roark is seeking a detail-oriented and customer-focused Customer Care & Content Coordinator to join our growing team. This role serves as the central hub connecting our customers, fulfillment, and technical staff, ensuring a productive and seamless workflow and exceptional customer experiences.

Key Responsibilities

Customer Service

• Serve as primary point of contact for customer inquiries, concerns, and online support troubleshooting
• Manage customer communications across multiple channels (email, phone, chat)
• Resolve customer issues promptly and professionally, escalating when necessary
• Build and maintain strong customer and team relationships through proactive communication

Website Content Coordination

• Work alongside technical teams to ensure all client websites have accurate and helpful content
• Track and prioritize website enhancement requests
• Lead website improvement initiatives, identifying areas of client growth

Cross-Team Coordination

• Coordinate relevant website changes between fulfillment, technical, and customer-facing staff
• Track project timelines, deliverables, and stakeholder communications
• Facilitate smooth handoffs between team members
• Collaborate with operations team on customer-related production and fulfillment matters
• Create and maintain operational documentation
• Identify bottlenecks and contribute to process improvement initiatives

Required Qualifications

• Experience in project coordination, customer service, or operations management preferred
• Exceptional organizational skills with ability to manage multiple priorities simultaneously
• Strong communication skills (written and verbal) with diverse stakeholders
• Customer-centric mindset with proven track record of customer satisfaction
• Project management experience with ability to coordinate cross-functional teams
• Detail-oriented with ability to identify nuanced differences between customers and products
• Proficient Excel skills, being confident using spreadsheet functions such as Lookup Formulas and PivotTables.
• Tech-savvy with ability to learn new software systems quickly
• Experience with website content management systems (CMS) preferred
• Problem-solving abilities with proactive approach to challenges

Ideal Candidate Profile

The ideal candidate thrives in a dynamic environment where no two days are the same. This person will keep everyone on track, remember the details others forget, and genuinely cares about creating positive experiences for customers. No need to be a designer or developer but be comfortable working alongside technical teams and translating between technical and non-technical stakeholders.

Tools You'll Use

• Customer service platforms
• Website CMS (Content Management Solutions)
• Communication tools (Teams, email, video conferencing)
• Data management tools (spreadsheets, databases)

What We Offer

• Collaborative team environment where your organizational skills make a real impact
• Opportunity to shape processes and improve operations

· This is a full-time position with benefits (after a probationary period) that include competitive wages, paid holidays, paid time off, health/dental/vision insurance, company matched 401(k) plan, and more.

Pay: From $50,000.00 per year

Benefits:

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

Work Location: In person