Customer Support Specialist

About Prime Haven Market

Prime Haven Market is a wholesale pet supply distributor built on modern technology. From distribution centers in Houston, TX and New Haven, CT, we supply pet retailers across the U.S. with 200+ trusted brands and 9,200+ products. Our own software powers live order tracking, automatic restocking and e-commerce fulfillment. We're a fast-growing, remote-first team building the future of how pet retail is stocked.

The role

As our Customer Support Specialist, you'll be the voice of Prime Haven Market for our retail customers. When a store owner has a question, an order or a problem, you're the one who makes it easy. This is a long-term position with a clear path to Team Lead as we grow.

What you'll do

• Answer customer emails, chats and calls quickly and professionally
• Resolve order, shipping and account issues from start to finish
• Guide retailers through our tools, including live tracking, Smart Restock and online ordering
• Enter and process wholesale orders and send tracking updates
• Troubleshoot basic platform issues and escalate complex ones to the right team
• Keep accurate records of every interaction and share customer feedback with our team

What we're looking for

• 1+ years of experience in customer support, ideally in e-commerce, logistics or retail
• Clear, confident written and spoken English
• Empathy and patience, especially with frustrated customers
• Comfortable learning new software, web tools and Google Sheets
• Strong attention to detail and the ability to juggle multiple tasks
• Reliable high-speed internet with a backup connection or power source
• Available Monday–Friday, 9 AM – 4 PM U.S. Central Time
• Bonus: experience with a CRM, ticketing system, Amazon Seller Central or Shopify

What we offer

• Full-time, long-term remote position
• Competitive monthly pay, always paid on time
• Paid training on our systems
• A clear growth path to Team Lead
• A small, fast-moving team where your work is noticed