• Provide courteous, friendly, and accurate support across email, chat, and phone channels. • Resolve consumer inquiries regarding account/orders, product inquiries, subscriptions, promotions, and website navigation. • Maintain GoMacro’s brand voice and uphold The GoMacro Way in every interaction. • Meet or exceed customer care metrics, including accuracy, sentiment, and CSAT. • Navigate Shopify and Shipbob to update orders, process replacements or refunds, and manage order changes. • Coordinate with ShipBob and internal teams regarding damaged, delayed, or missing shipments. • Accurately follow processes for lost-package claims and quality escalations. • Serve as a power user of Gorgias, ensuring correct ticket tagging, categorization, and documentation. • Leverage macros, help docs, resource tools (Grammarly) and SOPs to maintain consistency and efficiency through all consumer communications. • Identify and report system issues (Shopify, Recharge, Gorgias, ShipBob) to the Customer Care Supervisor or Manager based on consumer feedback. • Collect and document quality concerns, including lot numbers, photos, descriptions, timestamps, and purchase details. • Collaborate with Quality Assurance to ensure accurate and timely reporting of product trends. • Support cross-functional teams with helpful consumer insights to guide product and operational improvements. • Participate in team meetings, training sessions, and special projects aimed at improving the consumer experience. • Other duties as assigned by the supervisor.