Customer Service Specialist - Remote

Job title: Customer Service Specialist

Position level: Mid-level (experienced)

Experience required: 2+ years of customer service for an online retailer

Employment type: Full-time, hourly

Location: Fully remote

Reports to: Director of Customer Experience

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. Our team is dedicated to helping our customers love what they make. If you’re passionate about problem-solving, teamwork, and the craft community, we’d love to hear from you!

Job overview

We’re not just about providing support; we’re focused on creating a great experience. As a Customer Service Specialist, you’ll be the voice of our company across phone, email, and live chat. 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, and you will play a key role in shaping a consistent, positive experience for them all.

What you’ll do

• Support customers across multiple brands by phone, email, web forms, and live chat.
• Provide knowledgeable, accurate, timely, and friendly responses.
• Use sound judgment to resolve issues, offer the right solution (such as a replacement, refund, or credit), and escalate when needed.
• Answer questions about knitting, crochet, and quilting tools, techniques, and patterns.
• Use in-house systems to enter orders, update account details, track shipments, and explain return processes.
• Write clear, thoughtful 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 and our order and ticketing systems, and begin handling email and chat contacts using your existing customer service skills.
• Month 2: Independently handle calls and resolve common issues such as shipping questions, order placement, returns, and promotions.
• Month 3: Handle complex tickets, know when to apply exceptions, and write thoughtful, personalized responses that require research or collaboration.

About us

Local Crafts is the parent of a variety of well-known brands, including Connecting Threads, Knit Picks, Crochet.com, Superior Threads, Berroco, Jimmy Beans Wool, Madelinetosh, 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-focused team.
• Work remotely with a regular full-time schedule.
• Work across multiple well-loved craft brands and a wide variety of customer needs.
• Broaden your craft industry expertise across multiple brands.

What you will bring

• 2+ years recent experience handling customer contacts by chat, email, and phone for an online retailer.
• Experience resolving order, shipping, and return issues independently, with minimal oversight.
• Familiarity with knitting, crochet, or quilting tools and techniques.
• Strong computer and web navigation skills; comfortable adapting to new systems.
• Proficiency with Microsoft Office.
• Clear, accurate writing with strong spelling, grammar, and attention to detail.
• Collaborative, adaptable, and comfortable multitasking in a fast-paced environment.
• Bonus skills (preferred)
  • Experience with Zendesk or similar CS platforms.
  • Experience with NetSuite, Shopify, or other order management systems.
  • Advanced knitting or crochet knowledge, with ability to read, troubleshoot, and explain patterns.

We offer a generous benefits package, including:

• Starting pay range: $19.00 to $20.00/hr., depending on your geographical location, experience, and other qualifications.
• 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!