Customer Experience & Operations Specialist - E-Commerce (Remote)
- Anywhere in the World
Headquarters: New York
URL: https://InventiveGarage.com
The Opportunity
We're hiring our first full-time team member to be the voice of Inventive Garage. This isn't a typical "assistant" role—you'll own customer relationships end-to-end, build scalable processes, and directly impact revenue as we scale.
Schedule: Monday-Friday, 9am-6pm or 10am-7pm ET (your choice within this range)
Compensation: $44,000-$52,000 annually based on experience
Growth Path: Clear progression to Operations Manager as we add more team members
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What You'll Do
Customer Success & Sales Support (40%)
- Respond to pre-sale inquiries via phone, email, and chat
- Qualify inbound leads through our Shopify store and guide product selection
- Handle technical questions about product specifications, installation requirements, and compatibility
- Build rapport with both homeowners (typically 50s-70s) and professional contractors
- Manage multi-week sales cycles with thoughtful follow-up
Operations & Administration (40%)
- Process and manage orders in Shopify from inquiry through delivery
- Coordinate with suppliers, manufacturers, and logistics partners
- Maintain accurate records in HubSpot CRM
- Handle scheduling, documentation, and operational systems
- Manage customer issues through resolution
Process Building & Improvement (20%)
- Identify patterns in customer questions and create self-service resources
- Recommend and implement process improvements
- Flag supplier or product issues proactively
- Build SOPs as we scale operations
Special Project: Research and onboard qualified installation contractors nationwide to support customer success
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What You Bring
Required Experience:
- 2-5 years in customer service, operations, sales support, or virtual assistant roles
- Demonstrated excellence in written and verbal communication
- Experience using e-commerce platforms (Shopify strongly preferred)
- CRM experience (HubSpot, Salesforce, or similar)
- Proven ability to work independently in remote environment
- US work authorization
Highly Valued (Strong Differentiator)
- Construction, contracting, or home improvement industry background - If you understand terms like "joist spacing," "load-bearing walls," "rough openings," or "engineered trusses," you'll be immediately effective with 50% of our customer base
- Experience in B2B customer service or contractor-facing roles
- Background supporting technical or high-ticket sales
Technical Skills:
- Proficiency with Shopify or similar e-commerce platforms
- CRM systems (HubSpot preferred)
- Customer service software (Zendesk, Intercom, etc.)
- Comfortable with AI productivity tools
- Google Workspace or Microsoft Office
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Your Work Style
You'll thrive here if you:
- Value accuracy over speed - you'd rather take 5 extra minutes to get it right
- Balance independence and collaboration - don't need hand-holding, but don't go rogue
- See mistakes as learning opportunities
- Embrace smart automation while maintaining human judgment
- Think like an owner - spot problems and solve them without waiting for permission
Remote Work Essentials:
- Dedicated home office with minimal distractions
- High-speed internet (25+ Mbps minimum)
- Professional audio/video setup for customer calls
- Self-directed work style with strong time management
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Compensation & Benefits
Base Salary: $44,000-$52,000 annually
(Based on experience and background - construction/home improvement experience valued at higher end of range)
Benefits (After 90-Day Probation):
- Health insurance (company contributes 50% of employee premiums)
- Paid time off: 10 days Year 1, 15 days Year 2+
- Performance bonuses tied to company growth
- Home office equipment support
Long-Term:
- Retention bonuses as company scales
- Profit-sharing eligibility after Year 1
- Clear path to Operations Manager with corresponding compensation increases
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Our Hiring Process
We move quickly and respect your time:
1. Application Review (2-3 days)
2. Video Screen (20-30 minutes) - Communication and culture fit
3. Skills Assessment (30-45 minutes) - Written scenarios + roleplay
4. Final Interview (45-60 minutes) - In-depth with founder
5. Decision (within 48 hours) - Offer or transparent feedback
Timeline: Hiring within 30 days, start date 2-3 weeks after accepting offer
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How to Apply
Applications MUST include all three components:
1. Resume (PDF preferred) showing relevant customer service, operations, or sales support experience
2. Cover Letter (300-500 words) addressing:
• Why you're interested in Inventive Garage specifically
• An example of a difficult customer situation you handled successfully
• What you'd do if a customer asked a technical question you didn't know
• If you have construction/home improvement experience, describe it prominently
3. Answers to all 7 screening questions below
Applications without all components will NOT be reviewed.
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Required Screening Questions - Include in Your Application
Q1: Describe your home office setup in detail, including internet speed (run a speed test at fast.com), equipment (computer, headset, webcam), and workspace environment.
Q2: Rate your experience 1-5 (1=never used, 5=expert):
- Shopify: __
- HubSpot or any CRM: __
- Customer service software (chat, ticketing, etc.): __
Briefly describe your experience with each.
Q3: A customer emails: "I need a replacement attic ladder, but I'm not sure which one fits my 22x54" opening and 9-foot ceiling. Can you help?"
Draft your email response (150-200 words). Remember: you don't have product specifications in front of you, but you want to be helpful and move the conversation forward.
Q4: What is your primary motivation for applying to this role? (Select the option that MOST resonates with you)
A) Remote flexibility and work-life balance - I want a stable remote role with predictable hours
B) Small company impact - I want to work where my contributions directly affect business success
C) Industry and product interest - I'm genuinely interested in home improvement/storage solutions
D) Career growth trajectory - I see this as a path to operations management or team leadership
Q5: This role requires accuracy over speed, sometimes meaning tasks take longer to complete correctly. Give a specific example of when you prioritized doing something right rather than fast, even if it meant missing a deadline or slowing down. What was the situation and the outcome?
Q6: Describe your most relevant customer service or virtual assistant experience (3-4 sentences). Include: total years of experience, types of customers/clients you supported, primary responsibilities, and one thing you were particularly good at in that role.
Q7: A contractor calls asking about an attic lift for a home with engineered trusses and a 10-foot ceiling. What questions would you ask to help them? (If you're not familiar with construction terms, just say so and describe how you'd handle this call.)
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We respond to all qualified applicants within 48 hours.