G9/3 VVGT O - Customer Service Specialist - Remote Eligible

Customer Services Specialist

Real opportunities. Real impact. Your career, redefined.

At Oceans, we believe that talent knows no boundaries. That's why we connect the best and brightest professionals with career-defining opportunities that challenge, inspire, and accelerate their career growth. Our community, whom we call Divers, don't just work—they dive deep, solve complex challenges, and make a real impact with global industry leaders. And in doing so, they don't just support bold ideas—they expand their skills, broaden their expertise, and grow their careers.

We're hiring a Customer Services Specialist to partner with our client, a fast-growing consumer beverage brand preparing for its official market launch. As the first line of contact for customers across ecommerce and retail channels, this role is critical to delivering exceptional experiences and building loyalty during a pivotal growth phase. The position is central to shaping operations, refining processes, and translating customer insights into actionable improvements.

In this role, you'll take ownership of customer interactions across email, chat, and social channels while helping the brand scale operational processes and SOPs. If you're empathetic, organized, analytically minded, and passionate about creating outstanding customer experiences in a high-growth startup environment, this opportunity is designed for you.

Accountability

As a Customer Services Specialist, your success will be defined by your ability to deliver seamless, high-quality customer experiences while providing actionable insights to the operations and product teams. You'll combine hands-on customer support with proactive problem solving and process refinement, ensuring the brand maintains exceptional service standards as it scales.

Here's how you'll make an impact:

Customer Experience & Support

• Serve as the primary point of contact for customer inquiries via email, chat, and social channels.
• Resolve customer issues promptly and empathetically, ensuring a high-quality brand experience.
• Document and track recurring issues, escalating trends to operations and product teams.

Data Integration & Insights

• Capture, organize, and integrate customer feedback into internal reporting systems.
• Collaborate with leadership to ensure insights inform product, marketing, and operations decisions.
• Track customer experience metrics and report on trends over time

Operational Coordination

• Partner with the supply chain team to monitor order fulfillment, shipping, and returns.
• Help refine processes to ensure timely and accurate delivery of customer orders.
• Assist in building SOPs for customer service and operations as the company scales.

Launch & Growth Support

• Provide hands-on support during the soft launch period, ensuring smooth customer interactions.
• Support operational readiness for expansion into Amazon, TikTok, and retail channels.
• Maintain a high level of service quality as SKUs increase and the business grows toward ambitious revenue targets.

Colleagues

You'll collaborate closely with internal and external stakeholders to ensure every customer interaction reflects the brand's values and meets high standards of service.

At Oceans, you'll also receive guidance and support from our Operations Manager, who will help you succeed in the role and ensure that you're continuously growing and developing in your career.

Skills & Qualifications

At Oceans, we believe in T-shaped individuals—those who bring deep expertise in one area, paired with broad curiosity and interests. As a Customer Services Specialist, your vertical focus will be hands-on customer support and issue resolution, while your horizontal strengths should include operational coordination, analytics, and process improvement.

To excel in this role, you should have:

• Experience: 2–4 years in customer service for a consumer-facing brand, ideally D2C or ecommerce.
• Communication: Ability to handle customer interactions professionally and empathetically.
• Tools Proficiency: Experience with CRM/helpdesk platforms such as Zendesk, Gorgias, or Freshdesk.
• Analytical Mindset: Ability to track, organize, and integrate customer feedback into business processes.
• Organization & Attention to Detail: Highly organized, able to manage multiple priorities in a fast-paced environment.
• Proactivity: Anticipate customer needs, escalate issues effectively, and propose process improvements.

Bonus skills:

• Experience in CPG or beverage startups.
• Familiarity with Amazon Seller Central or retail onboarding processes.
• Exposure to analytics or data integration tools for tracking customer experience.
• Experience creating SOPs or scaling customer service functions.
• Personal interest in tea, wellness, or food and beverage industries.

Diversity of experience is core to Oceans. You are expected to work inclusively with individuals from a variety of backgrounds, ensuring that both personal and collective dignity are supported.

During the interview process, you'll have the opportunity to showcase your skills in the following areas:

• Customer Experience: How have you resolved complex customer issues while maintaining satisfaction?
• Data & Insights: How do you capture feedback and translate it into actionable business recommendations?
• Operational Coordination: How do you manage order fulfillment, shipping, and returns efficiently?
• Process Improvement: Have you created or refined SOPs to support scaling operations?
• Growth Mindset: How have you contributed to launching or scaling customer experience functions?

Role Specifications

This is a remote role, where you will be expected to work a split shift with some overlap with our client's time zone. You will, however, be expected to be present for in-person training programs during your first 90 days with us. During the offer process, we'll share more information about our benefits and compensation philosophy, considering both market trends and individual factors.

About Oceans

At Oceans, we build remote teams that connect the world's top 1% of talent with visionary leaders. With us, you're not just doing a job—you're redefining your career with opportunities designed to unlock your potential. We welcome the chance to discuss the complementary parts of our business during your interview process and encourage questions about where we are and where we are going.