Direct-to-Retail Support Associate

📋 Description

• Inbound D2R support tickets from licensed retail partners via CRM
• Primary contact for retailer inquiries on orders, products, and accounts for Willie’s Remedy+
• Coordinate with internal teams (sales, ops, fulfillment) to resolve retailer issues
• Manage D2R issues in Shopify and Stord, including damages, missing items, and replacements
• Help build FAQs, canned responses, and SOPs for the D2R function
• Support the CX Manager with reporting and process improvements as the channel grows

🎯 Requirements

• Must be 21 years of age or older at the time of application
• Available to work 15-25 hours per week distributed daily Monday-Friday
• Minimum 2 years of customer service in a digital or remote support environment (CRM/ticketing preferred)
• Excellent verbal and written communication skills
• Experience with Shopify and/or a CRM platform (Richpanel or Zendesk and Shopify)
• Must be authorized to work in the US - visa sponsorship is not available for this role

🎁 Benefits

• Paid sick leave in accordance with state and local laws
• 401(k) with up to 4% company match and financial coaching
• Product and soft goods discounts & perks