Ecommerce Customer Support Associate

About us

Hand Picked Nursery is a growing ecommerce and brick-and-mortar plant nursery and garden center committed to providing healthy, high-quality plants to our customers both online and in store. Because we ship live plants, customer support is a critical part of what we do — from planting guidance to resolving order issues with care and professionalism.

We’re looking for a detail-oriented and compassionate communicator to join our team as an Ecommerce Customer Support Associate.

Position Overview

This role is responsible for managing all customer communications related to ecommerce orders. You’ll be helping customers via email, phone, and live chat (Shopify), ensuring they receive timely, thoughtful, and effective support.

No prior customer service experience is required — but strong communication skills and professional email etiquette are essential.

This is a hybrid position, with a combination of remote work and scheduled in-office days.

What You’ll Do

• Respond to customer inquiries via email and phone
• Manage live chat support through Shopify
• Assist customers with:

- Refunds and replacements

- Missing or delayed orders

- Damaged or dead plants upon arrival

- Planting guidance and care questions

- Order tracking and general order support

• Document and track customer issues accurately
• Communicate clearly and professionally while resolving concerns
• Work collaboratively with the team to improve customer experience

What We’re Looking For

• Excellent verbal and written communication skills
• Strong email etiquette and professionalism
• Calm, solution-oriented mindset
• Ability to handle sensitive situations with empathy
• Comfortable speaking on the phone
• Strong attention to detail
• Basic computer proficiency
• Ability to manage multiple conversations at once

What Makes Someone Successful in This Role

• You genuinely enjoy helping people
• You stay calm under pressure
• You can turn a frustrated customer into a happy one
• You communicate clearly and confidently
• You are organized and dependable

Compensation & Schedule

• Hourly pay: Starting from $15–$17, depending on experience
• Hybrid work structure (remote + in-office) - Important note: Hybrid will not begin from the start. In office training will be required before agreeing on a hybrid schedule that works.
• This role will begin at approximately 4 hours per day, with hours expected to increase to 6 or more per day based on performance and business needs. The position is part-time.

Other Details

• Training provided
• Phone and laptop will be provided
• This position will likely be seasonal, lasting through approximately

Job Type: Part-time

Pay: $15.00 - $17.00 per hour

Expected hours: 4 – 6 per week

Benefits:

• Work from home

Work Location: Hybrid remote in Benson, NC 27504