Customer Support Specialist

Celsius Holdings, Inc. (Alani Nu) is a global CPG company seeking a Customer Support Specialist to support its direct-to-consumer business. The role focuses on delivering exceptional customer experiences across multiple channels, resolving inquiries efficiently, and improving support operations through insights and cross-functional collaboration.

• Support day-to-day DTC customer support operations, including operating model, ticket flow, escalations, and overall performance
• Maintain and exceed customer support KPIs (ticket volume, response time, resolution time, backlog, customer satisfaction)
• Troubleshoot customer issues and escalate complex cases as needed
• Prepare for product launches and promotions by learning products and creating/supporting customer messaging
• Assist with special projects related to launches, peak season readiness, and other assigned initiatives
• Translate customer insights into strategic business recommendations
• Support cross-functional customer experience initiatives aligned with growth objectives
• Partner with DTC, E-Commerce, Operations, Fulfillment, Regulatory, and Social teams to identify, escalate, and resolve customer-impacting issues
• Assist with system configuration improvements and automation strategies
• Maintain up-to-date knowledge of products, policies, and promotions
• Compile weekly or monthly customer service reports
• Participate in testing new support tools and workflow changes
• Identify patterns in customer feedback and proactively suggest improvements
• Ensure response-time standards and service-level expectations are met during steady-state and peak demand periods

• 2+ years of experience in Customer Support or Customer Experience in a high-volume CPG or e-commerce environment
• Hands-on experience with ticketing systems and e-commerce platforms (including Shopify)
• Ability to manage support KPIs, analyze ticket trends, and propose improvements to efficiency and customer experience
• High attention to detail with strong QA instincts across customer communications and workflows
• Strong cross-functional collaboration skills
• Proficiency in Microsoft Office (Excel, PowerPoint, Word); reporting experience is a plus
• Strong written and verbal communication skills, including escalation management
• Process-driven, proactive, and comfortable working in a fast-paced environment

• Role type: Full-time

• Work arrangement: On-site

• Travel: N/A

• People management: No

• Benefits: Comprehensive medical, dental, and vision; 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

• Additional compensation: May be eligible for bonuses and restricted stock units (per company plans)