Customer Support Representative - Remote

About the Role

Join a growing eCommerce support team focused on delivering exceptional, genuine customer experiences rather than scripted responses. As a Customer Support Representative, you will be the crucial front-line contact for cat owners disappointed by other fountains, offering real solutions swiftly and personally.

Key Responsibilities

• Promptly provide first responses to incoming customer emails during each shift, maintaining a market-leading response time.
• Manage inquiries regarding orders, shipping, returns, and replacements using 3PL dashboards such as EcomFlow, ReturnHub, and US-based third-party logistics systems.
• Resolve issues by addressing the real problem rather than using scripted deflections.
• Progress from handling initial responses to managing escalations and direct communication with manufacturers and logistics partners.
• Receive ongoing training, coaching, and performance feedback to support growth and excellence in service delivery.
• Identify and report ineffective templates or processes to continuously improve the support experience.
• Gather and communicate recurring customer feedback and issues to influence product and marketing improvements.

Candidate Requirements

• Experience in customer support for an eCommerce brand, preferably handling high-volume email communications with US customers.
• Proficiency with helpdesk tools like Gorgias, Zendesk, Richpanel, or similar platforms.
• Familiarity with order management, third-party logistics dashboards, and returns processing.
• Strong written English skills characterized by warmth, clarity, and authenticity, avoiding robotic or copy-paste replies.
• Reliable internet connection and a dependable home work setup.
• A genuine desire to assist others, going above and beyond consistently.
• Ability to work efficiently without sacrificing attention to detail.
• Team-oriented mindset and willingness to support collective success.
• Coachability and eagerness to develop into roles with increased responsibility.

Compensation & Career Growth

• Starting wage between $5 and $7 USD per hour, with potential increases up to $10 per hour based on performance.
• Performance bonuses linked to first response times and customer satisfaction scores.
• Paid onboarding and weekly development sessions led by the Support Lead.
• Clear advancement opportunities, including promotion to Support Lead and eventual management of a team of representatives.

Company Culture and Core Values

• Commitment to continuous personal growth and developing unique skills.
• Emphasis on fast yet smooth workflows prioritizing learning from mistakes.
• Fostering an authentic, fun, and supportive working environment.

Hiring Process

• Submit a brief video introducing yourself and sharing an example of exceptional customer service.
• Participate in a culture and values interview.
• Complete a paid test assignment simulating real support scenarios.
• Interview with the Support Lead.
• Final interview and onboarding.