Customer Support Specialist at Mimi Beds

Company Description

Mimi Beds is a proudly Canadian brand that specializes in creating Montessori beds for kids. Our mission is to provide children with a safe, comfortable, and inspiring sleep environment that fosters independence and growth. We ensure meticulous craftsmanship and a commitment to quality in our beds, blending functionality, aesthetics, and Montessori education principles. Our goal is to make bedtime a joyful experience for both children and parents, igniting a sense of wonder and exploration.

Job Description

This is a full-time remote role for a Customer Support Specialist. The Customer Support Specialist will be responsible for assisting customers with inquiries and issues, ensuring high customer satisfaction, providing technical support, and utilizing analytical skills to resolve problems efficiently.

Customer Support

• Respond promptly and professionally to inquiries via email, chat, and phone using Zendesk
• Troubleshoot order issues, delivery delays, and product concerns with empathy and efficiency
• Maintain and improve our Help Center and internal macros within Zendesk
• Ensure customer interactions are aligned with our brand voice and values
• Follow up on support tickets and escalate when necessary

Logistics & Order Coordination

• Process and track orders through Shopify, working closely with our 3PL partners
• Monitor and manage order status, shipping updates, and returns
• Communicate with carriers to resolve delivery issues and track freight shipments
• Ensure logistics workflows are smooth, cost-efficient, and customer-friendly

Project & Operations Support

• Support internal projects such as new product rollouts or sales event planning
• Track key project deliverables using tools like ClickUp or Trello
• Coordinate with vendors, partners, and internal team members
• Help maintain SOPs and operational documentation

Required Qualifications

• 3+ years of experience in a customer support or logistics role, preferably in eCommerce
• Strong hands-on experience with Zendesk (ticketing system, automations, macros, reporting)
• Advanced user of Shopify, with experience managing orders, customer profiles, and fulfilment workflows
• Exceptional communication skills (written and verbal)
• Highly organized with strong attention to detail and time management
• Ability to work independently and manage multiple tasks with tight deadlines
• Experience using project management tools like ClickUp, Asana, or similar
• This is remote based role