Customer Success Specialist

Own the customer experience at Downeast Cider. Help wholesale customers get the right products at the right time. Remote, flexible hours.

We're Downeast Cider, a ~100-person cider manufacturer based in Boston. We make great cider. We've got production, packaging, supply chain, sales, marketing, and finance teams. Here's what's interesting: we have no in-house software engineering or IT function. Zero. And until recently, that was fine.

Then we started experimenting with AI. Claude Code. ChatGPT. Internal workflow tools. One of our team members vibe-coded an order portal replacement that saved us $15k a year in software subscriptions. Another prototyped a sales tool. Suddenly, we realised we could build things we never thought possible. We have more than enough ideas to get started. What we need now is someone who can take our rough drafts, productionise them, and help us build a genuinely smarter business. It's not about saving money on software. That's probably the least interesting part. It's about unlocking new capabilities, removing manual work, and giving our managers leverage they don't have today.

We're looking for a Customer Success Specialist. You'll be the primary point of contact for our wholesale customers, ensuring every order is processed accurately and every customer receives a seamless experience from order placement through delivery. This role has evolved from a more analytical position into something more customer-facing, where relationship management, communication, and problem-solving are the biggest priorities.

Responsibilities

• Act as the primary point of contact for customers, handling enquiries, requests and order changes
• Review and process daily customer orders across multiple channels (phone, email, fax, EDI and order portal)
• Manage and maintain the Downeast Order Portal
• Release orders in the ERP system and adjust orders during processing to avoid errors
• Create customer order recommendations based on inventory needs
• Partner with Sales and Marketing to identify opportunities for additional orders
• Track customer success metrics and KPIs
• Work closely with Logistics to ensure accurate and timely deliveries
• Update daily revenue reports and troubleshoot basic Google Sheets functions and errors
• Monitor finished goods inventory and proactively flag potential shortages to Supply Chain
• Reply to customer emails in the info@downeastcider.com email inbox

Working hours are flexible. 9-5 works, but so does 6AM-2PM, 7AM-3PM, or 8AM-4PM. We need at least 3-4 hours of overlap with US Eastern time (Boston).

Requirements

To be successful in this role, you need:

• 3+ years customer service experience
• Excellent written and verbal communication skills
• Strong problem-solving and critical thinking skills
• Ability to collaborate across multiple departments
• Strong Microsoft Office skills
• Willingness to learn new systems and processes
• Detail-oriented and highly organised
• Positive, empathetic attitude towards customers

Brownie points for:

• Experience working in a fast-paced environment

The successful candidate genuinely enjoys helping customers and communicates confidently. They stay calm when priorities change and can juggle multiple requests without losing focus. Detail orientation matters here. You'll catch issues before they become problems, think long-term, and communicate clearly with the team about upcoming changes. You should be comfortable collaborating with Operations, Logistics, Sales, and Supply Chain to deliver a seamless customer experience every single time.

Benefits

What’s in it for you?

• $2,250-$2,500 per month*
• Full-time
• Fully remote
• Flexible working hours (6AM-4PM window, US Eastern time)

*Salary depends on experience and location

*Please note that this is a gross salary and that you are responsible for any tax-related procedures in your country of residence. We kindly ask you to apply only if you are happy to work remotely as an independent contractor.