Job Description

Customer Success Specialist - Evening Shift

Double Good's mission is to create joy. We create joy with our delectable and award-winning popcorn. We create joy with our easy-to-use fundraising platform that raises a meaningful amount of money for youth sports and activities, empowering kids to pursue their dreams. We create joy through our Kids Foundation which hosts Double Good Days events across the country to bring all-ability fun to children with special needs and their families. As featured on the Today Show, Double Good is not just about the product; we have a strong social mission.

Location: This role will require an onsite presence at our Elmhurst location 2-3 days per week.

About the Role

Provide timely, accurate, and empathetic support to customers via email, chat, and phone, ensuring resolution of inquiries and issues related to orders, fundraising events, product information, and account management. This role plays a key part in delivering an exceptional customer experience that builds trust and brand loyalty.

• Hours: 40 per week (Sunday - Thursday from 12pm - 9pm CT)
• Directly supports customers across the US in real-time.
• Works cross-functionally with shipping, product, and technical support teams to resolve escalations.

Responsibilities

• Respond to and resolve customer inquiries through email, chat, social, and phone within established SLAs.
• Provide accurate and complete resolutions on the first attempt whenever possible.
• Adapt communication tone to match customer sentiment, showing empathy and professionalism.
• Troubleshoot order, account, and platform issues; escalate to appropriate teams when necessary.
• Accurately categorize, tag, and document all tickets in the support system.
• Follow established policies, templates, and best practices in every interaction.
• Track recurring issues and escalate patterns to leadership for continuous improvement.
• Participate in team meetings, training, and coaching sessions.
• Contribute feedback to improve macros, knowledge base articles, and processes.
• Support peak-season demand with occasional overtime if required.

Experience & Skills We Value

• Excellent written and verbal communication skills.
• Strong problem-solving and critical thinking abilities.
• Ability to manage multiple tickets simultaneously and prioritize effectively.
• Proficiency with customer support platforms (e.g., Kustomer, Zendesk, Freshdesk, or similar).
• High emotional intelligence and adaptability in customer interactions.
• Reliable internet connection
• High School Diploma or GED equivalent
• 12 years in customer support, call center, or help desk environment

Nice To Have And/Or You'll Learn

• Experience with eCommerce or fundraising platforms
• Familiarity with shipping/logistics workflows
• Familiarity handling and protecting sensitive user data such as payment information, EINs, SSNs, etc
• Previous experience with automation or AI-driven support tools
• 2+ years in remote customer support for eCommerce, SaaS, or retail

Equal Pay Disclosure

We're on a mission to create more joy in people's lives, and that includes our internal employees. We create a place people love to be a part of, where people can discover and practice their unique skill sets, a place where they can contribute and do their best work. We do this by offering our employees a competitive compensation & benefits plan.

• $24 per hour plus $0.50 per hour shift premium for 2nd shift and $1.00 per hour shift premium for weekends
• Target Annual Bonus: 10% of base salary

The final discretionary compensation that will be offered for this role depends on a variety of factors, including job-related knowledge, skills, experience, and market location.

Work Authorization Requirement: This position requires current authorization to work in the United States. We do not provide visa sponsorship, including support for F-1 Optional Practical Training (OPT), STEM OPT extensions, or other temporary work authorization programs.

Benefits: Double Good offers competitive benefits including medical, dental and vision coverage with plans that can fit each teammate's needs. We offer immediate vesting in our 401k plan, paid time off, company-paid leaves and other perks including a Popcorn Allowance (yup, free popcorn!).

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