CELSIUS
Customer Support Coordinator
Summary
Celsius Holdings, Inc. (Alani Nu) is seeking a Customer Support Coordinator to support day-to-day customer support operations for its direct-to-consumer business. The role focuses on managing incoming inquiries, coordinating follow-ups, and maintaining accurate records across support systems to ensure a high-quality customer experience.
What you'll do
Respond to customer inquiries in a timely and professional manner.
Resolve routine questions related to orders, shipping, billing, and product information.
Escalate complex or sensitive cases to a Specialist or Manager as needed.
Ensure accurate documentation of all customer interactions within CRM systems.
Troubleshoot customer issues and escalate complex cases when necessary.
Assist in compiling weekly or monthly customer service reports.
Participate in testing new support tools or workflow changes.
Support launch and promotional readiness by learning products and preparing necessary messaging.
Maintain knowledge of products, policies, and promotions.
Identify patterns in customer feedback and proactively suggest improvements or solutions.
Assist with special projects related to launches, peak season readiness, and other initiatives as assigned.
Maintain response-time standards and service-level expectations during steady-state and peak demand periods.
Requirements
1–2 years of experience in Customer Support or Customer Experience within a high-volume CPG or e-commerce environment.
Strong written and verbal communication skills, including escalation management.
Excellent organizational and time management abilities.
Ability to manage multiple priorities in a fast-paced environment.
Customer-first mindset with a positive, solution-oriented attitude.
Conditions
Full-time, on-site role.
Based in Boca Raton, FL or Louisville, KY.
Travel requirements: N/A.
No people management responsibilities.
Benefits include medical, dental, and vision insurance; long- and short-term disability; life insurance; 10 vacation days per year (subject to accrual policy); 11 company-paid holidays; 401(k) with company match; identity theft and legal services.
May be eligible for additional compensation such as bonuses and Restricted Stock Units (subject to company plans).