Customer Success Specialist - Evening Shift at Double Good

Elmhurst, New York, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Fundraising, Youth SportsIndustries

Requirements

Excellent written and verbal communication skills
Strong problem-solving and critical thinking abilities
Ability to manage multiple tickets simultaneously and prioritize effectively
Proficiency with customer support platforms (e.g., Kustomer, Zendesk, Freshdesk, or similar)
High emotional intelligence and adaptability in customer interactions
Reliable internet connection
High School Diploma or GED equivalent
1–2 years in customer support, call center, or help desk environment
Current authorization to work in the United States (no visa sponsorship)
Onsite presence at Elmhurst location 2-3 days per week
Availability for 40 hours per week (Sunday - Thursday, 12pm - 9pm CT)

Responsibilities

Respond to and resolve customer inquiries through email, chat, social, and phone within established SLAs
Provide accurate and complete resolutions on the first attempt whenever possible
Adapt communication tone to match customer sentiment, showing empathy and professionalism
Troubleshoot order, account, and platform issues; escalate to appropriate teams when necessary
Accurately categorize, tag, and document all tickets in the support system
Follow established policies, templates, and best practices in every interaction
Track recurring issues and escalate patterns to leadership for continuous improvement
Participate in team meetings, training, and coaching sessions
Contribute feedback to improve macros, knowledge base articles, and processes
Support peak-season demand with occasional overtime if required
Work cross-functionally with shipping, product, and technical support teams to resolve escalations

Skills

Key technologies and capabilities for this role

Customer ServiceEmail SupportChat SupportPhone SupportSocial Media SupportTroubleshootingTicket ManagementSLA ComplianceEmpathetic CommunicationEscalation Management

Questions & Answers

Common questions about this position

What are the working hours for this Customer Success Specialist role?

The role is 40 hours per week, Sunday through Thursday from 12pm to 9pm CT, supporting customers across the US in real-time.

Is this position fully remote or does it require office presence?

This role requires an onsite presence at our Elmhurst location 2-3 days per week.

What skills and experience are required for this position?

Required skills include excellent written and verbal communication, strong problem-solving and critical thinking, ability to manage multiple tickets and prioritize, proficiency with customer support platforms like Kustomer or Zendesk, high emotional intelligence, reliable internet, High School Diploma or GED, and 1–2 years in customer support.

What is the company culture like at Double Good?

Double Good’s mission is to create joy through popcorn, fundraising for youth sports, and events for children with special needs via the Kids Foundation, emphasizing a strong social mission.

What makes a strong candidate for this Customer Success Specialist role?

A strong candidate has 1–2 years of customer support experience, excellent communication and problem-solving skills, proficiency with support platforms, and high emotional intelligence; nice-to-haves include eCommerce experience, shipping knowledge, handling sensitive data, or AI tools.

Double Good

Gourmet popcorn production and fundraising platform

About Double Good

Double Good specializes in gourmet popcorn, offering 16 unique flavors that are handcrafted and made to order for freshness. The company operates primarily in the fundraising sector, partnering with schools, sports teams, and non-profits to help them raise money by selling its popcorn. Participants in these fundraising efforts earn 50% of the profits from each sale, with no minimum order requirements or fees, making it accessible for organizations of all sizes. This profit-sharing model not only supports community causes but also drives sales for Double Good. The company is based in Chicago and is known for its commitment to quality, providing popcorn that is free from preservatives. Double Good aims to provide an effective and straightforward fundraising solution while delivering a premium snacking experience.

Chicago, IllinoisHeadquarters

1998Year Founded

$2.3MTotal Funding

DEBT_GENERALCompany Stage

Food & Agriculture, Consumer GoodsIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Company Match

Paid Vacation

Paid Sick Leave

Paid Holidays

Risks

Increased competition from gourmet popcorn brands could dilute Double Good's market share.

Rising ingredient costs may impact Double Good's profit margins and pricing strategy.

Health-conscious trends could reduce demand for traditional gourmet popcorn offerings.

Differentiation

Double Good offers 16 unique, handcrafted popcorn flavors, setting it apart in the market.

The company provides a risk-free fundraising model with no minimum orders or fees.

Double Good combines gourmet snacks with a robust fundraising platform, appealing to various organizations.

Upsides

Double Good's online fundraising model is attractive in the post-pandemic virtual fundraising trend.

Growing consumer interest in gourmet foods aligns with Double Good's preservative-free popcorn offerings.

Cause-driven consumerism supports Double Good's fundraising model, enhancing brand appeal.

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