Customer Support Specialist

About Protide Health

Protide Health is an expanding supplier of high-quality research peptides, committed to delivering products with superior consistency, transparency, and scientific integrity. The company strictly adheres to regulations and serves customers who require rigorously tested compounds for research purposes only.

Role Summary

We are seeking a dependable and well-organized Customer Support Specialist to handle inquiries primarily via email and other digital channels. This full-time remote role focuses on timely responses to customer questions about orders, shipments, and delivery issues, while ensuring professional and courteous interactions. The position requires someone who can work autonomously, apply company policies carefully, and respond thoughtfully to sensitive or dissatisfied customers without providing any medical, dosing, or usage advice.

Key Responsibilities

• Promptly and professionally answer customer questions through email and other support platforms
• Investigate and provide precise updates on order status and shipment tracking
• Address problems related to delayed, missing, damaged, or incorrect orders
• Collaborate with fulfillment and operations teams to resolve order issues
• Process refunds, replacements, cancellations, and account changes in line with company guidelines
• Clearly communicate the company’s strict research-use-only policies
• Recognize and escalate complex or sensitive customer cases
• Keep detailed records of customer interactions and resolutions
• Use provided templates and internal resources, customizing replies as appropriate
• Assist in updating FAQs, response templates, and internal support documentation
• Identify recurring issues and suggest improvements to support processes
• Maintain confidentiality of customer data
• Support other customer experience and administrative tasks as required

Candidate Qualifications

• Prior experience in customer service or e-commerce support roles
• Exceptional written communication with strong grammar, clarity, and detail orientation
• Familiarity managing order tracking, shipping inquiries, refund processing, replacements, and complaint resolution
• Ability to stay composed, professional, and solution-oriented with challenging customers
• Excellent organizational and multitasking skills suited for a fast-paced environment
• Comfort working independently to maintain productivity in a remote setup
• Experience with customer support platforms, ticketing systems, Shopify, or shipping software
• Proficiency with email communication, Google Workspace, and basic office applications
• Strict adherence to company policies; refrains from providing unauthorized medical or usage information
• Reliable, discreet, and exercises sound professional judgment

Preferred Experience

• Support experience in high-volume e-commerce environments
• Knowledge of platforms such as Shopify, ShipStation, Gorgias, and Zendesk
• Background in research, laboratory, biotech, wellness, or scientific product sectors
• Understanding of research-use-only product compliance requirements
• Associate’s or bachelor’s degree in Business, Communications, Life Sciences, or related fields

Traits We Value

• Dependability and ownership of customer concerns
• Clear, thoughtful communication skills
• Ability to balance empathy with adhering to company guidelines
• Attention to detail and problem-solving with consistent follow-through
• Team player adaptable to a quickly growing company environment
• Commitment to accuracy, professionalism, and delivering consistent customer service