CUSTOMER SERVICE REPRESENTATIVE

Customer Service Representative
Reboot | Remote | Full-Time | Independent Contractor

About

We are a fast-growing direct-to-consumer energy and hydration brand on a mission to reinvent how people fuel their day. Powered by clean ingredients, nootropics, time-released caffeine, and bold limited-edition flavor drops, we launched in early 2025 and has already surpassed 500,000 customers and 1,200+ five-star reviews.

The brand is design-forward, community-driven, and growing fast. Every touchpoint with a customer — including support — reflects our identity: straightforward, energetic, and actually helpful.

About the Role

Our customer base is growing quickly, and the volume of inbound customer inquiries has reached the point where the founder can no longer handle it personally. This role exists to own the full customer support function — not just answer tickets, but represent the brand in every interaction.

Right now, customer service volume is approximately two hours per day. As we scale, that volume will grow and this role will grow with it. The person in this seat should be someone who can handle the current load with ease and is capable of taking on more responsibility as the business expands.

This is a full-time position. The expectation is availability, responsiveness, and ownership of the customer experience from first contact to resolution.

Key Responsibilities

Customer Support & Issue Resolution

Respond to all inbound customer inquiries via email and any support platform used (e.g., Gorgias, Zendesk, or Shopify inbox) in a timely, on-brand manner
Handle order-related issues: shipping delays, missing packages, wrong items, damaged products, and subscription changes
Process refunds, replacements, and exchanges per company policy — and use good judgment when edge cases arise
Escalate issues that require the founder's input when appropriate; resolve everything else independently

Subscription & Order Management

Assist customers with subscription modifications: pausing, skipping, canceling, or updating orders
Coordinate with fulfillment on order issues when direct action is needed
Track recurring complaints and flag patterns to the founder (e.g., a specific SKU generating high return volume)

Brand Voice & Customer Experience

Represent our voice in all written communication — direct, warm, and genuine
Turn frustrated customers into loyal ones; go beyond the script when the situation calls for it
Maintain a high customer satisfaction rate and work toward fast resolution times

Process & Documentation

Build and maintain a response template library for the most common inquiries
Document escalation procedures and support workflows as the role matures
Communicate recurring issues and feedback trends to internal stakeholders

Required Qualifications

2+ years of customer service experience, ideally in a DTC, e-commerce, or subscription-based business
Excellent written English — your responses will go directly to customers with no editing layer
Comfortable working independently with minimal supervision
Familiarity with Shopify or similar DTC platforms
Reliable internet connection and a distraction-free work environment
Strong problem-solving instincts — you find solutions, not reasons something can't be done

Preferred Qualifications

Experience with customer support platforms such as Gorgias, Zendesk, or Freshdesk
Background in consumer goods, supplements, food & beverage, or health/wellness brands
Experience managing subscriptions (ReCharge, Skio, or similar)
Comfortable working across multiple communication channels (email, chat, social DMs)

Ideal Candidate Profile

You genuinely enjoy helping people and it shows in your writing. You're patient, solution-oriented, and don't need to be told twice how the brand wants to show up. You take ownership of the customer experience like it's your own business — because, in a small company, it effectively is.

You are organized, consistent, and responsive. You don't let tickets pile up. You follow up when you say you will. And when something is outside your ability to fix, you escalate quickly and clearly rather than letting a customer wait.

You are the kind of person who makes customers feel like they're talking to someone who actually cares. Because you do.

Customer Service Rep - 61055136530