Email Customer Support

• Manage inbound customer tickets through the helpdesk platform across email and social channels
• Resolve delayed shipments, missing packages, failed deliveries, returns, refunds, and subscription queries end-to-end
• Handle social media comments and direct messages in a helpful, human, on-brand tone
• Follow SOPs while applying judgment when situations are not covered by scripts
• Escalate complex, sensitive, or high-value cases to the CS Manager
• Coordinate with fulfillment partners on order status, shipment errors, and reshipment requests
• Identify recurring fulfillment issues and flag them to the CS Manager for operational review
• Keep customers proactively informed about order updates, especially delays
• Log shipment issues accurately across each market
• Meet daily and weekly resolution targets
• Surface recurring customer complaints and issue trends for root-cause resolution
• Contribute to SOP improvements

• Prior experience in a customer support role
• DTC or e-commerce experience strongly preferred
• Clear, confident written English
• Comfortable working within helpdesk or ticketing systems
• Calm under pressure
• Highly detail-oriented with order numbers, tracking references, refund amounts, and product SKUs
• Proactive mindset and ability to flag problems before they become escalations
• Must meet response-time and resolution expectations; unresolved tickets require a clear next step
• Must address customers' actual issues rather than over-relying on generic templates or AI responses
• High accountability and immediate reporting of problems
• Accuracy with SKUs, refund amounts, and tracking information

• Fully remote, work from within your assigned market's timezone
• Clear growth path within our CS team and retention function
• Structured SOPs, proper tooling, and a CS team that's being built to the right standard