Job Description: We are seeking a proactive and detail-oriented Customer Support and Copywriting Specialist to join our dynamic team at Estella Collection. This role requires a versatile individual who can efficiently manage customer communications, enhance our online presence, and contribute to our marketing strategies. The ideal candidate will have excellent communication skills, a creative mindset, and a strong understanding of e-commerce platforms and digital marketing.
Key Responsibilities:
- Inbox Management and Customer Support:
- Clean out and manage CEO and support inboxes.
- Respond to all inquiries from various channels (Shopify inbox, Meta messages, CEO email, support email, Etsy messages, Amazon messages, etc.).
- Engage with comments across social media platforms and respond to reviews across all selling channels (Shopify, Etsy, Amazon, etc.).
- Handle communication related to returns and exchanges, providing clear and helpful guidance to customers.
- Customer Response Templates:
- Review, add to, and improve upon customer response templates to ensure consistent and high-quality communication.
- Create a list of frequently asked questions with standard templated answers.
- Personalized Emails:
- Send personalized emails to high-value clients, maintaining strong relationships and ensuring client satisfaction.
- Copywriting:
- Write engaging blog posts on assigned topics and keywords.
- Draft new product listings on all sales channels, including Shopify, Amazon, and Etsy, ensuring accurate and compelling descriptions.
- Review and audit all email flows and campaigns to ensure effectiveness and alignment with brand voice.
- Collaborate with the CEO and COO to create hiring listings and detailed job descriptions.
- Review and audit SEO strategies to improve organic search rankings and visibility.
Required Skills and Talents:
- Communication:
- Exceptional written and verbal communication skills.
- Ability to write personalized, clear, and engaging emails and messages.
- Organization:
- Strong organizational skills to manage multiple inboxes and tasks efficiently.
- Customer Service:
- Excellent customer service skills with a focus on customer satisfaction and relationship management.
- Copywriting:
- Experience in writing blog posts and product descriptions.
- Creative writing skills for social media scripts.
- Proficiency in creating and improving customer response templates.
- Ability to write personalized emails to clients.
- Understanding of email marketing strategies and auditing for effectiveness.
- Collaboration with team members to achieve marketing and communication goals.
- Digital Marketing:
- Understanding of email marketing and SEO best practices.
- Ability to audit and improve digital marketing strategies.
- Technical Skills:
- Proficiency in e-commerce platforms (Shopify, Amazon, Etsy).
- Familiarity with social media platforms and their messaging systems.
- Collaboration:
- Ability to work collaboratively with executive team members and other departments.
- Attention to Detail:
- High attention to detail to ensure accuracy and quality in all communications and content.
Preferred Qualifications:
- Previous experience in customer support or a similar role.
- Experience with e-commerce platforms and digital marketing tools.
- Knowledge of SEO and email marketing best practices.
- Luxury brand experience is a huge plus. If not applicable, must have a passion for the aforementioned.
- Creative mindset with the ability to generate engaging content.
- Strong problem-solving skills and adaptability.
Performance Expectations:
- Ensure all customer inquiries and messages are responded to within 24 hours.
- Maintain a customer satisfaction rating of 90% or higher.
- Produce a certain number of blog posts and product listings per month.
- Increase open and click-through rates for email marketing campaigns by a certain percentage.
- Achieve improved search engine rankings for targeted keywords.
- Increase engagement metrics (likes, comments, shares) on social media platform
If you are passionate about customer service, digital marketing, and copywriting, and thrive in a dynamic and collaborative environment, we would love to hear from you. Apply today to join the Estella Collection team!
Job Type: Full-time
Pay: $40,000.00 - $60,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Parental leave
Schedule:
Experience:
- Marketing: 1 year (Preferred)
- Copywriting: 3 years (Required)
Ability to Commute:
- Houston, TX 77074 (Required)
Ability to Relocate:
- Houston, TX 77074: Relocate before starting work (Required)
Work Location: In person