Customer Support Specialist

Join a team that puts people at the center of everything. At TLNT, we believe that recruitment is more than just filling roles — it’s about connecting humans with humans. We’re a people-first organization partnering with top U.S. companies to help them grow by attracting exceptional talent, and we know that the right content can open the right doors.

Join a company that creates blissful relaxation for customers while paving a path out of poverty for the artisans who make its products. What began as a line of comfort-engineered hammocks is expanding into a full range of relaxation solutions for everyday living, with every purchase helping mothers and families build lasting economic stability. The brand has earned national recognition through a major TV investment deal, a spot among Oprah's famous favorite things, and partnerships with a leading cruise line—all while holding certification as a Best for the World B Corporation. With a game-changing new furniture launch already turning heads, this is a company on a mission to change the world, one hammock at a time.

As the brand scales up, it's looking for a Customer Support Specialist to join the ride. This brand-new role is perfect for someone eager to dive into a high-growth social enterprise and make a real impact from day one. In true start-up fashion, you'll wear many hats, help shape company culture and systems from the ground up, and have room to carve out your own leadership path as the team grows. If customer success excites you and you want in on building something meaningful, this is your chance.

This is an excellent opportunity to grow your career with a leading US-based company—fully remote.

What You'll Do

Oversee the company’s "Hammock Concierge" (i.e., customer service dept.)
Help to build the customer service department with best-in-class standards for the consumer
Act as the voice of the company on the front lines, ensuring that we deliver joyful experiences, swift answers, and positive relationships with customers via social media, phone calls, emails, live chats, and text messages
Be responsible for the customer experience from start to finish, for both e-commerce and B2B (wholesale, trade, etc.)
Become an expert on the company – develop a deep understanding of our products to be able to answer any question and solve any problem
Use customer insights to make recommendations to senior leadership that will increase brand loyalty and improve the customer experience
Advocate for the customer in cross-functional team meetings
Assist customers with order placement, changes, cancellations, returns, billing questions, and resolve customer concerns
Build and maintain relationships with repeat customers, fans of the brand, influencers, and others
Delight customers: apply good judgment on a case-by-case basis, expedite resolutions, and follow up to ensure satisfaction
Support the Marketing, Operations, and Logistics side of the business
Perform administrative and tactical support for the global operations team to support the company objectives and goals
Serve as a link between customers and marketing, production, shipping, and fulfillment teams
Ensure a positive delivery experience for e-commerce and B2B customers
Step in to manage conversations on social channels (hybrid marketing-customer service function)

What You Bring

2-5 years of experience, preferably in the field(s) of customer service, operations, project management, and/or marketing
Bachelor’s Degree or equivalent experience
Experience with post-purchase experiences, including order tracking, order processing, returns, and cancellation processes
Incredible communication skills – clarity, timeliness, and follow-through
A proactive and solution-oriented mindset; a knack for problem-solving
Energy and enthusiasm for a cross-functional role
Creative copywriting/business writing skills
Flexibility to connect with international partners outside regular business hours (on occasion)
Ability to work independently and prioritize competing objectives
An avid interest in the consumer/e-commerce space and a dedicated enjoyment of the hidden “nuts and bolts” that make a brand function seamlessly
Bonus Points:
Experience with Shopify backend, inventory management, and e-commerce software
Experience with Gorgias or other customer service platform
Experience with graphic design software (Adobe, Figma, etc.)
A passion for hammocks and positive impact!

You Are

Excited to make an immediate and lasting impact at an early-stage, fast-growing brand
Action-oriented with a focus on getting projects to the finish line
Confident in your critical thinking skills and decision-making capabilities
Organized and detail-oriented (able to see the bigger picture while executing at the tactical level)
Able to find the balance between getting something “perfect” and getting it “done”
A flexible team player with a strong work ethic and commitment to excellence
Curious, creative, empathetic, and open-minded
A person who operates with integrity, kindness, and transparency
A strong negotiator, willing to stand up for the best interests of our stakeholders
Dedicated to spending your time on earth towards creating positive change

Salary & Perks

Competitive Pay: We hire top talent and compensate accordingly.
This is a full-time, long-term engagement with room to grow
The position is immediately available and requires entering into an independent contractor agreement with TLNT.
100% remote — work from wherever you do your best thinking
Monday through Friday, 8:00 a.m. to 5:00 p.m. (+/- 1 hour accepted) - PST.
Additional perks.

Ready to apply? We'd love to hear your story. The next step is a short application where you can share more about your background and upload your resume in English. Take your time — we read every response carefully.