Bilingual Customer Support Specialist (English/Russian)

Type: Full-Time (40 hours/week) Schedule: Monday – Friday, 8:00 AM – 4:00 PM EST (Miami/New York Time) Location: Remote

ABOUT US
We are a fast-growing, technology-driven fulfillment and FBA Prep company in US. We are not just a warehouse; we are a strategic partner for e-commerce sellers on Amazon and Walmart. We pride ourselves on transparency, speed, and using advanced technology to eliminate the headaches of logistics.
We are looking for a Customer Support Specialist who shares our values and wants to be the friendly, professional voice of our brand.

THE ROLE
You will manage client communications across email, Intercom chats, and social media. Your main goal is to solve problems efficiently while making our clients feel valued and heard.
We don’t just need "answers"—we need exceptional communication. You know how to turn a frustrated client into a happy one, how to explain complex logistics clearly, and how to maintain a polite, empathetic tone even during busy periods.

RESPONSIBILITIES
• High-Quality Communication: Respond to customer inquiries (price requests, order updates, custom prep instructions) with empathy, professionalism, and perfect grammar.
• Problem Solving: Act as the bridge between the client and our warehouse team. You will investigate issues, check statuses, and provide solutions—not just excuses.
• Tech-Driven Workflow: Use Intercom to manage tickets and chats, and ClickUp to track tasks and communicate with warehouse staff.
• Social Engagement: Reply to public comments and messages on social media in a friendly tone that aligns with our brand voice.
• Feedback Loop: Track customer feedback, complaints, and reviews to help us improve our services.

REQUIREMENTS
• Language Skills:
• English: Advanced/Fluent (Written & Spoken). Must be able to write complex emails without errors.
• Russian: Fluent (Written & Spoken).
• Experience: Previous experience in E-commerce, 3PL, or Logistics support is a huge plus.
• Tech Savvy: Comfortable using ChatGPT/AI tools to improve speed and grammar. Experience with Intercom and ClickUp is highly preferred.
• Schedule: Strict availability from 8:00 AM to 4:00 PM EST, Monday through Friday.
• • Soft Skills: Strong attention to detail. You understand that in logistics, accuracy is everything.​​​​​​​