Customer Experience Specialist

Job Title: Customer Service Specialist

Location: Fully Remote

Reports To: Director of Customer Experience

The Team

At Local Crafts, we believe in saying "YES" to our customers whenever we can. Great customer service means being friendly, knowledgeable, and accurate - setting the right expectations while creating a welcoming, supportive experience for our diverse community of makers. At Local Crafts, we're dedicated to helping our customers create with joy. If you're passionate about problem-solving, teamwork, and the craft community-we'd love to hear from you!

Job Overview

As a Customer Service Specialist, you'll be the voice of our company across phone, email, and other digital communication. You'll help customers place orders, navigate our websites, answer questions about yarn, fabric, and crafting products, resolve shipping and payment issues, and ensure every interaction reflects our values of care and creativity.

Our Customer Service team supports multiple brands under the Local Crafts umbrella (including Knit Picks, Crochet.com, Superior Threads, Connecting Threads, Jimmy Beans Wool, Madelinetosh, and della Q), so you'll play a key role in shaping a consistent, positive experience across all.

What You'll Do

• Support customers across multiple brands via phone, email, web forms, and live chat.
• Provide accurate, timely, and friendly responses in a call-center environment.
• Answer questions about knitting, crochet, and quilt patterns.
• Use in-house systems to enter orders, update account details, track shipments, and explain return processes.
• Write clear, thoughtful email responses that reflect our brand voice-knowing that emails and chats may be shared publicly.
• Collaborate with teammates and other departments to ensure smooth resolution of customer issues.
• Take on special projects or additional tasks as needed.

Your First 3 Months

• Month 1: Learn our product lineup across 7+ brands, practice order entry, shadow senior team members on phones, and start responding to routine emails.
• Month 2: Independently answer calls and resolve common issues such as shipping questions, order placement, returns, and promotions.
• Month 3: Confidently handle complex tickets, know when to apply exceptions, and craft thoughtful, personalized responses requiring research or collaboration

About Us

Local Crafts manages a variety of well-known brands, including Connecting Threads, Knit Picks, Crochet.com, Superior Threads, Berroco, Jimmy Beans Wool, Madeline Tosh, and DellaQ,. Our hands-on approach helps us provide fabrics, threads, yarns, and tools that meet our customers' preferences while maintaining exceptional quality. Available through dedicated consumer websites, Amazon, wholesale distributors, local retail partners, and consumer shows, our products are loved by craft enthusiasts at every level. We help our customers love what they make!

As an equal opportunity employer, Local Crafts is committed to creating and maintaining a supportive and inclusive work environment. We empower each team member to reach their full potential and foster an atmosphere that inspires creativity among our customers.

Why Join Us?

• Be part of a supportive, creative, and customer-obsessed team.
• Work remotely with a regular full-time schedule.
• Gain exposure to multiple well-loved craft brands and a wide variety of customer needs.
• Grow your skills in both customer service and the craft industry.

What You Will Bring

• 2+ years of direct customer service experience (phone/email preferred).
• Strong computer and web navigation skills; quick learner of new systems.
• Proficiency with Microsoft Office.
• Excellent written communication with strong spelling, grammar, and attention to detail.
• Familiarity with knitting, crochet, or quilting products; ability to read patterns is a plus.
• Collaborative, adaptable, and comfortable multitasking in a fast-paced environment.

Bonus Skills (Preferred)

• Experience with Zendesk or similar CS platforms.
• Experience with Netsuite, ShopifyN or other order management systems.
• Advanced knitting or crochet knowledge, with ability to explain or teach patterns.

We offer a generous benefits package, including:

• Multiple medical, dental and vision plan options after 30 days (with company contributions to the premium costs)
• Healthcare Savings and Flexible Spending Accounts
• Company-paid Life, Short and Long-Term Disability, and worldwide travel assistance benefits
• Voluntary life and income replacement plans
• 401(k) Retirement Savings Plan with Employer Match
• Paid time off and holiday pay
• Employee discounts at all Local Crafts companies!

Work Schedule: Saturday - Wednesday, 8:30 a.m. to 5:00 p.m. PT