Customer Support Specialist

Location: Remote / Work From Home - Anywhere in the USA & Canada

Job Type: Full-Time

We are looking for a friendly, detail-oriented, and solution-focused Customer Support Specialist to be the voice of Hi Pro Branded Solutions. You will be the first point of contact for our clients, guiding them through the entire ordering process from quote to delivery, ensuring every logo, color, and deadline is perfect. This is a remote role specifically for USA residents who have excellent communication skills and experience supporting e-commerce or custom product customers.

Key Responsibilities

1. Customer Communication & Support
   • Respond to customer inquiries via email, live chat, and helpdesk within 2 hours
   • Answer questions about products, pricing, artwork requirements, shipping, and order status
   • Provide professional, friendly, and accurate information about branded apparel and promo products
   • Follow up with customers for artwork approval, size breakdowns, and delivery confirmations
2. Order Management & Coordination
   • Create and manage quotes, orders, and invoices in our CRM / order system
   • Review all artwork and order details for accuracy (logo placement, PMS colors, spelling, sizes)
   • Coordinate with our design and production team to ensure on-time production
   • Track shipments and proactively communicate any delays or issues
3. Problem Resolution
   • Handle returns, reprints, or order discrepancies with empathy and urgency
   • Escalate complex issues to Operations Manager with suggested solutions
   • Document all customer interactions and resolutions in the CRM
4. Client Relationship Building
   • Build long-term relationships with repeat clients and help with re-orders
   • Suggest relevant products and upsell opportunities when appropriate
   • Collect and share customer feedback to improve our service

Requirements

• Experience in promotional products, custom apparel, print-on-demand, or Shopify is highly preferred
• Experience using helpdesk software like Zendesk, Gorgias, Freshdesk, or similar

Skills

• Excellent Written English: Clear, professional, friendly, and typo-free
• Detail-Oriented: You can spot a wrong PMS color or a misspelled logo instantly
• Tech-Savvy: Proficient in Google Workspace, Microsoft Office, CRM systems
• Multitasking: Able to manage 15-20+ open conversations/orders at a time without losing quality
• Proactive & Reliable: You take ownership and follow through without being asked
• Customer-first mindset and calm under pressure

Compensation

Compensation: Hourly Pay: $22.00 - $35.00 / hour depending on experience

Overtime: Paid at 1.5x for approved overtime

Bonuses: Monthly performance bonus up to $400 for CSAT, response time, and order accuracy

Pay Schedule: Bi-weekly direct deposit

Benefits

• 100% Remote: Work from home anywhere in the USA
• Flexible Schedule: Within core business hours
• Paid Time Off: 10 days PTO + 7 Paid US Holidays (for full-time after 90 days)
• Healthcare Stipend: $250/month health reimbursement for full-time W2 employees
• 401(k) Plan: Eligible after 6 months for full-time employees
• Training & Growth: Paid training on promotional products industry + career growth to Senior Support / Account Manager
• Employee Perks: Generous discounts on custom branded apparel and promotional products for personal use
• Supportive Culture: Join a small, highly-rated team that values quality and real customer relationships, not scripts