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Customer Experience & Operations Specialist - E-Commerce (Remote) at Inventive Garage. Location Information: Anywhere in the World. . . Headquarters:. New York . URL:. . https://InventiveGarage.com. . . The Opportunity. . We're hiring our first full-time team member to be the voice of Inventive Garage. This isn't a typical "assistant" role—you'll own customer relationships end-to-end, build scalable processes, and directly impact revenue as we scale.. . Schedule:. Monday-Friday, 9am-6pm or 10am-7pm ET (your choice within this range). Compensation:. $44,000-$52,000 annually based on experience. Growth Path:. Clear progression to Operations Manager as we add more team members. . ---. . What You'll Do. . Customer Success & Sales Support (40%). - Respond to pre-sale inquiries via phone, email, and chat. - Qualify inbound leads through our Shopify store and guide product selection. - Handle technical questions about product specifications, installation requirements, and compatibility. - Build rapport with both homeowners (typically 50s-70s) and professional contractors. - Manage multi-week sales cycles with thoughtful follow-up. . Operations & Administration (40%). - Process and manage orders in Shopify from inquiry through delivery. - Coordinate with suppliers, manufacturers, and logistics partners. - Maintain accurate records in HubSpot CRM. - Handle scheduling, documentation, and operational systems. - Manage customer issues through resolution. . Process Building & Improvement (20%). - Identify patterns in customer questions and create self-service resources. - Recommend and implement process improvements. - Flag supplier or product issues proactively. - Build SOPs as we scale operations. . Special Project:. Research and onboard qualified installation contractors nationwide to support customer success. . ---. . What You Bring. . Required Experience:. - 2-5 years in customer service, operations, sales support, or virtual assistant roles. - Demonstrated excellence in written and verbal communication. - Experience using e-commerce platforms (Shopify strongly preferred). - CRM experience (HubSpot, Salesforce, or similar). - Proven ability to work independently in remote environment. - US work authorization. . Highly Valued (Strong Differentiator). - Construction, contracting, or home improvement industry background - If you understand terms like "joist spacing," "load-bearing walls," "rough openings," or "engineered trusses," you'll be immediately effective with 50% of our customer base. - Experience in B2B customer service or contractor-facing roles. - Background supporting technical or high-ticket sales. . Technical Skills:. - Proficiency with Shopify or similar e-commerce platforms. - CRM systems (HubSpot preferred). - Customer service software (Zendesk, Intercom, etc.). - Comfortable with AI productivity tools. - Google Workspace or Microsoft Office. . ---. . Your Work Style. . You'll thrive here if you:. - Value accuracy over speed - you'd rather take 5 extra minutes to get it right. - Balance independence and collaboration - don't need hand-holding, but don't go rogue. - See mistakes as learning opportunities. - Embrace smart automation while maintaining human judgment. - Think like an owner - spot problems and solve them without waiting for permission. . Remote Work Essentials:. - Dedicated home office with minimal distractions. - High-speed internet (25+ Mbps minimum). - Professional audio/video setup for customer calls. - Self-directed work style with strong time management. . ---. . Compensation & Benefits. . Base Salary: $44,000-$52,000 annually. (Based on experience and background - construction/home improvement experience valued at higher end of range). . Benefits (After 90-Day Probation):. - Health insurance (company contributes 50% of employee premiums). - Paid time off: 10 days Year 1, 15 days Year 2+. - Performance bonuses tied to company growth. - Home office equipment support. . Long-Term:. - Retention bonuses as company scales. - Profit-sharing eligibility after Year 1. - Clear path to Operations Manager with corresponding compensation increases. . ---. . Our Hiring Process. . We move quickly and respect your time:. . 1. Application Review (2-3 days). 2. Video Screen (20-30 minutes) - Communication and culture fit. 3. Skills Assessment (30-45 minutes) - Written scenarios + roleplay. 4. Final Interview (45-60 minutes) - In-depth with founder. 5. Decision (within 48 hours) - Offer or transparent feedback. . Timeline: Hiring within 30 days, start date 2-3 weeks after accepting offer. . ---. . How to Apply. . Applications MUST include all three components:. . 1. Resume (PDF preferred) showing relevant customer service, operations, or sales support experience. . 2. Cover Letter (300-500 words) addressing:. • Why you're interested in Inventive Garage specifically. • An example of a difficult customer situation you handled successfully. • What you'd do if a customer asked a technical question you didn't know. • If you have construction/home improvement experience, describe it prominently. . 3. Answers to all 7 screening questions below. . Applications without all components will NOT be reviewed. . . ---. . Required Screening Questions - Include in Your Application. . Q1:. Describe your home office setup in detail, including internet speed (run a speed test at fast.com), equipment (computer, headset, webcam), and workspace environment.. . Q2:. Rate your experience 1-5 (1=never used, 5=expert):. - Shopify: __. - HubSpot or any CRM: __. - Customer service software (chat, ticketing, etc.): __. Briefly describe your experience with each.. . Q3:. A customer emails: "I need a replacement attic ladder, but I'm not sure which one fits my 22x54" opening and 9-foot ceiling. Can you help?". . Draft your email response (150-200 words). Remember: you don't have product specifications in front of you, but you want to be helpful and move the conversation forward.. . Q4:. What is your primary motivation for applying to this role? (Select the option that MOST resonates with you). A) Remote flexibility and work-life balance - I want a stable remote role with predictable hours. B) Small company impact - I want to work where my contributions directly affect business success. C) Industry and product interest - I'm genuinely interested in home improvement/storage solutions. D) Career growth trajectory - I see this as a path to operations management or team leadership. . Q5:. This role requires accuracy over speed, sometimes meaning tasks take longer to complete correctly. Give a specific example of when you prioritized doing something right rather than fast, even if it meant missing a deadline or slowing down. What was the situation and the outcome?. . Q6:. Describe your most relevant customer service or virtual assistant experience (3-4 sentences). Include: total years of experience, types of customers/clients you supported, primary responsibilities, and one thing you were particularly good at in that role.. . Q7:. A contractor calls asking about an attic lift for a home with engineered trusses and a 10-foot ceiling. What questions would you ask to help them? (If you're not familiar with construction terms, just say so and describe how you'd handle this call.). . ---. . We respond to all qualified applicants within 48 hours.. . To apply:. . https://weworkremotely.com/remote-jobs/inventive-garage-customer-experience-operations-specialist-e-commerce-remote.