Customer Support Specialist Jobs in San Francisco, CA at Sightglass Coffee

Title: Customer Support Specialist

Company: Sightglass Coffee

Location: San Francisco, CA

The role of the Customer Support Specialist is to support day-to-day administrative and office functions by coordinating customer service resolutions and office administration with an emphasis on wholesale and e-commerce activities. This is a dynamic position that requires exceptional communication, organization, and an eye for improving workflows. Reporting directly to the Customer Support Manager, the Customer Support Specialist is highly organized, a critical thinker, and able to juggle multiple responsibilities simultaneously.
Wholesale Support:

Manages wholesale customer service, including processing wholesale orders, creating invoices, and UPS shipping logistics.
Creates daily roast reports and shipping documents for the fulfillment team.
Coordinates with the sales team to onboard new accounts.
Creates weekly order forms for Sightglass cafes and coordinates merchandise orders for cafes.
Routes telephone calls and voicemails for all departments/individuals, including cafes.

E-Commerce Support:

Manages e-commerce customer service, responses, and resolutions. (Includes responding to all types of inquiries submitted through the web, including questions about coffees, questions about using the website, subscription management inquiries, customer complaints regarding USPS deliveries, etc.)
Processes e-commerce refunds and adjustments (Includes updating and amending transactions through e-commerce back end, using Shopify and Recharge App).
Prepares e-commerce orders to be fulfilled. Including printing of USPS labels and management of merchandise.
Troubleshooting and identifying customer account issues.
Troubleshooting issues with Shopify + communicating with their support teams.
Troubleshooting issues with subscriptions + communicating with Recharge.

Monthly Offerings:

Preparation of new monthly offerings, including sample week duties, adding new coffees to e-commerce platforms, and preparing wholesale menus and forms.
Compile and distribute collateral materials (shelf talkers, training materials) for account managers.


Maintains office orderliness and shared spaces such as the employee lounge and kitchen appliances.
Oversees general office supplies, and coordinates with the Accounting Department to order accordingly.

General Overall:

Functions as a team member within the organization and performs duties assigned to best serve the company.
8:30 am – 5:00 pm Monday – Friday with a 30-minute lunch break. Will be required to work Sundays every other month.
Other duties as assigned.


2+ years of relevant administrative experience, e-commerce customer service a plus
Experience creating and editing Excel and Google spreadsheets
Knowledge of Filemaker, Shopify, and ReCharge e-commerce platforms
Strong verbal and written communication skills
Strong organizational skills
Ability to strategize, multi-task, and execute numerous projects
Ability to manage and prioritize daily and weekly tasks
Self-starter owns responsibilities and works autonomously
Team player with the ability to work and think interdepartmentally
Able to ascend/descend stairs and/or ladder to conduct equipment inventory and move equipment
Frequent lift up to 50 pounds


Medical, dental, and vision coverage for all full-time employees and their dependents
401(k) plan
Paid time off and parental leave
Free coffee at any Sightglass cafe and a weekly bag of beans
Discounts on food, merchandise, extra bags of beans, and more
Quarterly team outings
Continuing education opportunities

Sightglass is an Equal Opportunity Employer. We deliver an ever-evolving and consistently excellent coffee experience. We approach coffee holistically, establishing relationships at every step. We stay true to our welcoming and resourceful culture.
We participate in E-Verify. We will provide the federal government with employees’ Form I-9 information to confirm authorization to work in the U.S. We will only use E-Verify once an employee has accepted a job offer and completed the Form I-9.
COVID-19: Sightglass Coffee Roasters requires all employees to demonstrate proof of receiving a COVID-19 vaccination as a condition of their employment, subject to exemptions for sincerely held religious beliefs, or valid medical reasons.
About Sightglass Coffee
We strive to cultivate a distinct and immersive experience for both our employees and customers in and around our coffee bars. To accomplish this, we work to employ a team of truly passionate and talented individuals who possess a genuine drive, curiosity, and desire to learn about our craft and the intricacies that set us apart. If you love coffee and want to learn and grow with us, please apply for one of our current openings.

Paid time off
Health insurance
Dental insurance
Flexible schedule
Vision insurance
Life insurance
Referral program
Employee discount

Job types: Full-time

8 hour shift

Education: No education required
Work location: Flexible work from home options available


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About Sightglass Coffee