Contract Based Customer Service Specialist

Who We Are

emater is a fast-growing, performance-driven e-commerce company — the parent company behind four DTC brands creating global impact. Based in Miami, with offices in Armenia and Israel and a team spanning the globe, we handle everything in-house from A to Z: operations, marketing, product development, and customer experience.

At emater , we believe that great results come from unity, responsibility, and contribution.

We build together, take responsibility for what we’ve been given, and create real value — for ourselves and for others .

Our work doesn’t stop with us.

What we build reaches beyond our company — to our customers, our partners, and people around the world .

Currently we're looking for a Customer Service Specialist (Contract Based) to join our team.

The Customer Service Specialist will be responsible for providing exceptional customer service to our online customers, resolving their issues, and ensuring a positive experience for all customers. They will also closely work with our marketing and operations teams to ensure customer satisfaction and resolve any issues.

This is an on-site position with rotating shifts, from September through January. Strong performance during this period may lead to an offer of a permanent role.

Job Responsibilities

• Respond to customer inquiries and resolve any issues via phone, email, and live chat
• Manage and resolve customer complaints, requests, and inquiries in a timely and professional manner.
• Provide accurate and complete information about company products and services
• Process orders, returns, and exchanges, ensuring accuracy and efficiency.
• Work closely with marketing and technical teams to ensure customer satisfaction and resolve any issues.
• Maintain accurate records of customer interactions and transactions using our CRM system.
• Generate upsell opportunities.
• Stay up-to-date with product knowledge, promotions, and company policies and procedures.
• Dealing with escalated cases with appropriate product knowledge and patience.
• Resolve conflict cases with the customers providing accurate information.
• Continuously look for opportunities to improve the customer experience and suggest process improvements to the management team.

Job Requirements

• Native or bilingual knowledge of English language with excellent verbal and written communication skills.
• 2+ years of customer service experience, preferably in a fast-paced e-commerce environment.
• Ability to multitask, prioritize, and manage time effectively.
• Strong problem-solving skills and the ability to think creatively to resolve issues.
• Experience using CRM software and other customer service tools.
• Strong attention to detail and organizational skills.
• Flexibility to work evenings, weekends, and holidays as needed (rolling shift).
• Positive attitude and willingness to learn and grow with the company.

• What It Means to Work at emater
• Working at emater is not for everyone.

It means

• Taking ownership, not waiting for instructions
• Being accountable for results, not just effort
• Staying aligned with the team, even when it’s not easy
• Being willing to grow, learn, and improve constantly

It also means

• You are trusted
• You are supported
• You are part of something bigger than yourself