About the Role

This is the role that keeps our customers taken care of and our internal operations running smoothly. You'll be the first voice most customers hear from — handling support tickets, resolving shipping problems, answering questions from subscribers, and responding to DMs — while also providing administrative support across sales, marketing, and operations.

It suits someone who is genuinely good with people, unusually organized, and comfortable switching contexts throughout the day. You'll be handling a frustrated customer, then a sample request from a sales rep, then a spreadsheet, sometimes within the same hour. Because the role is fully remote on a small team, you'll need to be comfortable making sensible decisions without someone looking over your shoulder.

Key Responsibilities

Customer Experience

- Manage daily customer service tickets in Gorgias, working to defined response and resolution targets
- Respond to customer inquiries across email, chat, and social media DMs
- Process replacements and warranty requests in line with company policy
- Coordinate with the warehouse on lost packages, damaged shipments, and delivery issues
- Support existing customers and subscribers with account, order, and subscription questions
- Maintain canned responses and keep customer service documentation current
- Escalate recurring product or fulfillment issues to operations team

Sales Support

- Manage incoming sample requests from the sales team
- Coordinate sample shipments and track requests through to delivery
- Help maintain sales documentation and handle related administrative tasks

Marketing Support

- Monitor and respond to Instagram direct messages, handling support-related messages directly and routing brand or partnership inquiries to the marketing team
- Assist with community management and day-to-day engagement




- Support marketing administrative tasks as assigned

Operations & Administration

- Handle and route the shared [email protected] inbox and other inbound communications
- Perform data entry and maintain internal spreadsheets
- Pull reports and compile basic business and marketing metrics
- Provide general administrative support across departments
- Help document processes and keep SOPs up to date

What You Bring

- [1–3] years in customer service, ecommerce support, or administrative work (DTC or subscription brand experience is a plus)
- Transparent, warm, efficient written communication; you can de-escalate a frustrated customer without sounding scripted
- Comfort with a helpdesk platform (Gorgias, Zendesk, Gladly, or similar) and willingness to learn ours quickly
- Solid spreadsheet skills: you can maintain a tracker, pull a report, and spot when a number looks wrong
- Strong organizational instincts and the ability to juggle requests from several teams without losing track
- Sound judgment about when to resolve something yourself and when to escalate
- Comfort working independently in a remote, small-team environment where the answer isn't always documented yet
- High school diploma or equivalent

Nice to Have

- Experience with Shopify and a subscription platform (Recharge, Skio, or similar)
- Familiarity with social media community management, particularly Instagram
- Experience in sustainable, natural, or better-for-you consumer products
- Basic familiarity with an ERP or order management system (e.g., NetSuite)
- Post-secondary education in business, communications, or a related field is a plus, but relevant experience counts just as much.

Pay: $50,000.00-$55,000.00 per year

Benefits:

- Extended health care
- Life insurance
- Work from home

Education:

- Secondary School (preferred)

Experience:

- Customer service: 1 year (required)

Language:

- English (preferred)

Work Location: Remote

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