Job Description

At Superfeet, we're Designed for movement. Built to change lives. That's not just our mission, it's the energy we bring to everything we do.
Who Are We Looking For?
We're searching for a Customer Care Representative who is passionate about delivering outstanding service and creating positive experiences for consumers, retailers, distributors, and internal teams across North America and international markets. The ideal candidate excels at balancing exceptional communication with precise order management--ensuring accuracy, compliance, and smooth operations across all regions.
What You'll Do:
Customer Service & Communication

• Deliver exceptional customer service via phone, email, B2B chat, and social platforms.
• Educate customers on product features, fit, and benefits.
• Provide accurate order status updates, troubleshoot issues, and resolve discrepancies promptly.
• Meet and maintain key performance metrics including response time, case resolution, customer satisfaction, and quality scores.
• Participate in ongoing product education and internal training.

Order Management

• Manage daily caseload in Microsoft Dynamics CRM (or similar system).
• Process consumer and retail orders accurately, ensuring SLAs and delivery timelines are met.
• Coordinate with warehouses and 3PL partners to ensure timely fulfillment and issue resolution.
• Support international shipments by preparing accurate documentation and applying basic VAT, customs, and Incoterm knowledge when required.
• Monitor and manage "hold" or backorder reports, working with Procurement to confirm stock availability and resolve delays.
• Process credit memos, warranties, and return authorizations.

Sales & Account Support

• Manage PGA, POP, and other promotional orders for the Sales team.
• Support account onboarding, reactivations, and distributor requests.
• Maintain accurate account data across systems, ensuring compliance with applicable data protection and trade requirements.

Reporting & Continuous Improvement

• Assist with reporting and tracking customer trends across global regions.
• Provide feedback to cross-functional teams (Sales, Marketing, Operations, IT, Product) to improve processes and customer experience.
• Test new procedures, tools, and sites to ensure functionality and provide actionable feedback.
• Contribute to self-service resources (FAQs, chatbots, knowledge base articles).
• Collaborate with internal partners (Sales, Finance, Logistics, IT, Procurement) to streamline operations and enhance the customer journey.

Administrative Support

• Perform general administrative duties such as answering phones, maintaining files, and supporting departmental processes.
• Support special projects and other duties as assigned.

Your Skills and Abilities:
Technical Skills

• Experience with CRM systems (Microsoft Dynamics 365 strongly preferred).
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• oFamiliarity with order management, drop ship, and fulfillment workflows. o Basic understanding of VAT, customs, and Incoterms preferred (training provided).
• Experience with omnichannel tools (email, phone, B2B chat, social). o Comfort with automation, chatbots, and customer self-service tools.

Soft Skills

• Strong written and verbal communication skills.
• Excellent attention to detail and accuracy.
• Adaptability in a fast-paced, evolving environment.
• Team-oriented and culturally aware when working with international partners.

Your Qualifications:

• 2+ years in a customer service or order management role.
• Retail or Sales experience; Specialty Store background preferred.
• Experience with CRM software, especially Microsoft Dynamics 365.

Compensation: $19 - $21/hour DOE + Company & SMART Bonus opportunities
Location: Remote
Superfeet can welcome remote team members in non-sales roles in the following states:

• Washington
• Nevada
• Ohio
• Oregon
• South Dakota
• Texas
• Wyoming

We believe in a well-rounded lifestyle and offer a comprehensive compensation package that includes 100% employer-paid medical, dental, vision, life insurance, and employee assistance program premiums. We support a healthy work-life balance by providing paid holidays, vacations, sick time, and paid opportunities for community volunteering. Moreover, we value our employees' future and offer employer matches for traditional or Roth 401(k) plans, as well as a $1,000 annual contribution to the charity of their choice. As an employee, you can also enjoy discounts on our products (think free).
Joining Superfeet means becoming part of a team dedicated to shaping not only the lives of our customers but also your exciting career journey.
Why Join Superfeet Worldwide?
At Superfeet, we're fueled by performance, innovation, and a mission to help athletes move better--from the ground up--ultimately making a positive impact in their lives. As a leader in the insole industry, we craft high-quality, performance-driven insoles that support movement at every level, from everyday activity to elite competitors.
We believe our employees are essential to that mission. We foster an inclusive, collaborative environment that encourages growth, sparks innovation, and challenges the status quo every step of the way.
We take care of our team with the same commitment we bring to every product we make: we go all in. That means 100% employer-paid medical, dental, vision, life insurance, and EAP premiums, so you can focus on what moves you. We build in time to recharge with paid holidays, vacation, sick leave and volunteer days to give back to your community. Looking ahead? We've got you covered with employer-matched 401(k) options (traditional or ROTH) and a $1,000 annual donation to the charity of your choice. And to keep you performing at your best--on and off the field--you and your family will receive free Superfeet insoles.
As part of our standard hiring process for new employees, employment with Superfeet will be contingent upon the successful completion of a drug screen and background check. Candidates must be 18 years or older to apply.
All applicants and employees will enjoy equality of opportunity and fair treatment without regard to race, color, age, religion, pregnancy, sex, sexual orientation, disability, gender identity, gender expression, national origin, genetic information, veteran status, marital status, or prior protected activity.

Skills Required