Customer Service Specialist

COMPANY OVERVIEW Tubby Todd is a family-first, founder-led brand on a mission to become the leading premium skincare solution for families in the U.S. Since 2014, we’ve supported parents with clean, safe, and effective solutions for babies’ sensitive skin concerns—like eczema, diaper rash, and cradle cap. Today, Tubby Todd has grown beyond baby care into everyday essentials for the whole family, all rooted in our promise of good clean fun. Powered by a deeply engaged community and recent expansion from DTC into Amazon and Target retail, Tubby Todd is entering an exciting phase of rapid growth—making this an exceptional time to join the team.POSITION OVERVIEWThe Customer Service Specialist delivers exceptional, relationship focused support to Tubby Todd families across email, live chat, social media, and in-store at our Carlsbad office and retail store front. This role is essential to our mission of connecting with millions of families each year through personalized care, product guidance, and thoughtful problem solving. You’ll support customers throughout their journey — from product discovery to order support and issue resolution — while helping us continuously improve the customer experience.Schedule: Full-time hybrid role with a minimum of three days per week onsite at our Carlsbad office. Final in-office schedule will be determined upon hire. Occasional weekend availability may be required. Key Responsibilities:Respond to 100-300 daily customer inquiries across CRM, social, and in-store channelsRespond to all tagged content and messages in our social media community including Instagram, Facebook, and TikTok Deliver warm, personalized service that exceeds expectations and builds loyaltyGuide customers to the best Tubby Todd products for their family’s needsResolve order issues including shipping errors, returns, refunds, and warranty claimsProcess transactions in Shopify, Skio, Amazon Seller Central and related e-commerce systemsMaintain accurate, timely communication across all customer touch pointsIdentify and escalate complex or emerging customer issuesSupport HQ retail experience, merchandising, and inventory upkeepAssist with events, gifting, and community/marketing initiativesContribute to a positive, organized, office environmentRequired Skills/Abilities: Passion for helping families and creating meaningful connectionsStrong written and verbal communication skillsConfident problem solving and decision makingAbility to multitask across channels and prioritiesComfort with social media communicationOrganized, detail-oriented, and adaptableTeam-first mindset with proactive communication skills Education and Experience:• High school diploma or equivalent.• A minimum of 2 years experience working directly with customers.• Experience with e-commerce platforms preferred. Physical Requirements: • Prolonged periods sitting at a desk and working on a computer.• Must be able to lift up to 15 pounds at times.