E-Commerce CX Support Specialist

E-commerce CX Support Specialist Job Description

DefenderShield® is the trusted worldwide leader in digital technology wellness & safety. Our mission is to improve digital wellness and reduce the harmful effects of technology with our range of EMF (Electromagnetic Field) radiation shielding solutions and resources. We pride ourselves on our receptive and knowledgeable customer service, best-in-class products, and the vast amount of resources and scientifically-backed information available on our e-commerce website.

DefenderShield has developed an additional brand, Lightbody® Supplements (lightbodylabs.com) for entry into new markets and is looking for health-passionate individuals to join a dynamic company with high growth potential.

A hybrid position based at our St. Petersburg, FL headquarters, this role offers a rare opportunity for a motivated operator to master roles within customer support/sales and product development and logistics.

Primary Objective

To act as a technical product authority and operational linchpin, ensuring a seamless customer journey from pre-purchase education to final delivery. This role optimizes support ecosystems, assists with maintaining product inventory and product improvements and development, and helps with managing the critical flow of goods between vendors and our 3PL partner.

Key Responsibilities

Product Authority & Revenue Growth

• Expert Education: Master the technical details of our technology and brands to provide expert guidance on EMF, our products, pricing, and shipping across phone, email, chat, and social media.
• Customer Loyalty: Use deep product knowledge to help customers navigate our websites and place orders, driving repeat business and brand trust.
• Feedback Integration: Analyze refund and warranty data to identify recurring friction points. Use these insights to update FAQs and pre-purchase education in collaboration with Marketing and Product teams to systematically reduce return rates and drive sales.
• Relationship Management: Manage distributor relationships and orders while representing the "face" of the company to build long-term rapport.

Systems, Automation & Strategy

• Software Transition: Support the migration of support software (e.g., from Freshdesk to Gorgias) and audit current policies to suggest improvements for customer retention.
• Optimization: Refine AI-driven processes and automations to reduce ticket volume while maintaining a "human touch" and high accuracy.

Supply Chain & Logistics Support

• Inventory Integrity: Monitor 3PL stock levels, coordinate inbound shipments from manufacturers, and manage customs and freight logistics.
• 3PL Performance: Serve as a secondary point of contact for 3PL account management, monitoring Service Level Agreements (SLAs) such as pick accuracy and shipping times.
• Operational Support: Coordinate local vendor order pickups and manage the movement of raw materials for specific vendor or customer orders.
• Cost Analysis: Analyze shipping data to identify cost-saving opportunities, such as warehouse location or packaging optimization.

In-House Operations

• Returns Management: Execute the physical processing and refurbishment of customer returns and coordinate their shipment back to the 3PL.
• Quality Assurance: Assist with QA on new orders

Who You Are

• The Systems Thinker: You don’t just answer a ticket; you fix the root cause of why the ticket was created.
• The E-commerce Pro: You have 2+ years of experience in CX/Support operations, preferably with Shopify.
• The Technical Communicator: You are comfortable discussing science, health, and wellness topics with nuance and professionalism.

Benefits & Schedule

• Schedule: Full-Time, 40 hours/week, Monday–Friday (currently 8 am – 4 pm).
• Work Environment: Hybrid office in St. Petersburg, FL; casual and dog-friendly.
• Compensation: Yearly raises, performance bonuses, and 401k with employer matching.
• Health & Wellness: Comprehensive Medical, Dental, and Vision insurance, plus life and disability coverage.
• Time Off: Paid Holidays, PTO, and Sick days

Job Type: Full-time

Pay: From $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Ability to Commute:

• Saint Petersburg, FL 33716 (Required)

Work Location: Hybrid remote in Saint Petersburg, FL 33716