Consumer Care Expert

About the role

The Consumer Care Expert is a trusted frontline resource for Spinrite consumers. In this role, you will deliver knowledgeable, empathetic support across phone, email, mail, social media, and AI‑assisted channels by providing helpful information, answering questions, and resolving issues for our consumers.

Key responsibilities

• Manage consumer inquiries across all supported channels in line with Spinrite service standards.
• Resolve knitting and crochet pattern questions, provide clear guidance, and partner with pattern designers on complex issues.
• Guide consumers to the right Spinrite products on Yarnspirations.com and in retail stores.
• Diagnose and resolve product‑quality concerns.
• Support the end‑to‑end order experience, including placing and tracking orders, resolving issues, and processing refund requests.
• Document every consumer interaction in Salesforce Service Cloud and maintain accurate records of product and pattern concerns.
• Spot recurring questions, quality issues, and emerging trends, and share actionable insights with the appropriate teams.
• Perform other duties as required.

Required profile

• Excellent written and verbal communication skills with a calm, empathetic, solutions‑focused approach.
• Strong attention to detail, organization, and time‑management, with flexibility to shift priorities.
• Accurate real‑time documentation skills and a typing speed of at least 50 wpm while on a live call.
• Strong Microsoft 365 skills, including Word and Excel, and the ability to learn new systems quickly.
• 3–4 years of relevant experience in consumer care, customer service, or a related support role within a corporate environment.
• 5+ years of hands‑on knitting and crochet experience, with ability to read, interpret, and troubleshoot patterns.
• Hands‑on experience with Salesforce Service Cloud or a comparable customer care platform; Shopify experience is an asset.
• Sewing and/or embroidery experience is an asset.

Required skills

• Salesforce Service Cloud
• Shopify
• Microsoft 365 (Word, Excel)