Work Opportunities

Marketing and Customer Service Coordinator

We are looking for a detail-oriented, customer-friendly Marketing and Customer Service Coordinator to join our team. A week in the life of this job may involve formatting and proofing email campaigns for Gist Yarn and Zollie, responding to customer service inquiries by email, phone, and chat, creating new product listings on our website, drafting copy for our website, and testing out a new Zollie kit so you’re able to provide customer service support for new makers. 

The ideal candidate for this job is highly organized, enjoys building friendly relationships with customers, and is equally comfortable hopping on a phone call to help a new maker troubleshoot a challenge they are having with one of our kits, and working behind the scenes on administrative marketing work. You’re excited about the challenges and opportunities that come with working at a relatively new (2017) and dynamic small business with two sister brands (Gist Yarn and Zollie). Firsthand experience as a maker (weaving, knitting, crocheting, stitching, etc.), and/or previous experience working in customer service or marketing, is preferred but not required. 

This is a full time (40 hours per week), non-exempt remote position (anywhere in the US). 

About Gist Yarn and Zollie

Gist Yarn (www.gistyarn.com) inspires a growing community of weavers with quality weaving yarn and equipment, fresh pattern designs, and a warm and welcoming spot to find your weaving home. Our small team contributes to a thriving textile industry by supporting domestic manufacturing, partnering with select international mills to import quality yarn and weaving equipment, collaborating with weaving teachers, and creating wholesale partnerships with brick and mortar yarn shops. 

Our sister brand Zollie (www.zolliemakes.com), launching in September 2023, makes artist-designed beginner kits (knitting, crochet, cross stitch, embroidery, and friendship bracelets), to spark curiosity and confidence in new makers. 

Responsibilities

Reporting to the E-Commerce Director, the Marketing and Customer Service Coordinator will support customer service and marketing efforts, including:

• Responding to all customer service tickets (phone, email and chat) with friendly and helpful support for Gist Yarn and Zollie customers. This includes providing support to makers on specific projects, support to customers with concerns about shipping or returns, and sales support to customers considering which of our products is best for them.
• Inputting specific changes to customer orders into our WMS (Warehouse Management System), and coordinating returns with our warehouse team 
• Providing administrative sales support for wholesale and institutional accounts
• Drafting and proofing email campaigns in Klaviyo for Gist Yarn and Zollie
• Creating new product listings in Shopify
• Formatting and uploading blog posts in Shopify
• Pulling and reporting on monthly KPIs (Key Performance Indicators) for both brands
• Supporting social media accounts, including engaging with followers, drafting captions and posts, and creating occasional content

Qualifications

Our ideal candidate has some of the experience listed below, and is excited to dive in and learn about what they are less familiar with. We are expecting to train an employee on some parts of this role. In your cover letter, please indicate which of these qualifications you have:

• At least 1-2 years of experience working in customer service, marketing, or administrative support
• Firsthand experience as a maker (weaver, knitter, crocheter, stitcher, etc.)
• Experience with providing both phone and written customer service to a wide range of customers
• Experience with e-Commerce software - Klaviyo, Shopify
• Comfortable working within Google Suite - Email, Docs, Sheets
• Organized and detail oriented

Systemic inequities in hiring have caused many women, queer people, and People of Color to apply to jobs only if they meet 100% of the qualifications. If you don’t have most of the qualifications listed above but believe you have applicable and transferable skills from other industries, we encourage you to apply for this job. We’d love to hear from you. 

Salary, Benefits and How to Apply

Gist Yarn has a small, close-knit, fully remote team. We work hard, dream big, value a healthy work / life balance, and strive to create a work environment that supports the professional growth of everyone on our team.

Full-time salary of $50,000-$55,000, depending on experience. 

Benefits include:

• 3 weeks of paid time off
• 10 paid holidays
• Work from home stipend
• 401(k) with up to 4% matching
• 12 weeks of paid parental leave (after at least 6 months of employment at Gist Yarn)
• A professional development stipend

To apply, please submit a cover letter and resume to jobs@gistyarn.com. Please include Marketing and Customer Service Coordinator in the subject line. 

Gist Yarn is an equal opportunity employer.