Job description: From bread baking questions to lost packages, Brød & Taylor is serious about providing the best possible experience for our customers. We’re looking for someone who not only enjoys helping people, but who also has hands-on knowledge of bread baking and sourdough starter care. Our customers are passionate home bakers, and we want our support team to speak their language. Join our growing team with a focus on email and phone support for customers. Brød & Taylor is based in beautiful North Adams, MA. • This position is primarily in-office, with occasional work-from-home flexibility. Remote work may be considered for the right candidate.. • Approximately 32-40 hours per week.. Responsibilities • Manage and respond to customer inquiries throughout the workday in a timely and accurate way via phone, website live chat, email, and social media.. • Use FAQs, product information, recipes, videos, and past customer cases to answer inquiries about our products.. • Follow Brød & Taylor operating procedures and style guidelines.. • Provide knowledgeable, confident guidance on bread baking, sourdough starter maintenance, and troubleshooting.. • Refer relevant questions to customer service, marketing and other teams as needed.. • Use NetSuite web platform to track and resolve customer questions and issues involving:. • Orders and shipping. • Product set-up, use, and troubleshooting. • Warranties, returns, and repairs. • Baking and general recipe help. • Work with Amazon customers through Amazon Seller Central to resolve issues, questions, returns, and refunds.. • Create NetSuite monthly reports on customer service and warranty trends.. Requirements and Qualifications • Excellent customer care and focus: ability to assess customers’ needs, find and provide answers or methods for a positive customer experience.. • Organized, process-oriented and analytical work skills.. • Hands-on experience with bread baking or sourdough starter care is required.. • Ability to learn, understand and explain product specifications and uses.. • Ability to multitask on multiple issues.. • Computer proficiency: ability to learn and use web-platforms including NetSuite, Shopify, and Amazon Seller Central.. • Excellent written and verbal communication skills.. Highly Desired Qualifications • Deep enthusiasm for bread baking, sourdough, or fermentation.. • Previous experience in a customer support role.. • Language skills, written and spoken. Spanish conversational ability is preferred but not required.. What We Offer • Competitive salary and benefits package.. • Opportunities for professional growth and development.. • PTO and holidays, 401k with matching, Health Care reimbursement (ICHRA), Educational Assistance.. • The chance to be part of a rapidly growing company with a strong mission and vision.. Job Type: Full-time Benefits: • 401(k). • Flexible schedule. • Paid time off. Experience: • Sourdough Baking: 2 years (Required).