e-Commerce Customer Service

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.

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

You'll join a fast-growing, founder-led skincare brand, handmade in Florida from clean, farm-sourced ingredients — with a devoted following of over 500,000 across social media and coverage in national wellness press. The brand's promise is simple: nothing on the label you can't pronounce, and nothing that isn't kind to sensitive skin.

As an e-Commerce Customer Service, you'll be the front line of every customer interaction — across email, chat, and support tickets — helping people navigate products, ingredients, orders, subscriptions, and returns. This isn't a script-and-close role. You're representing the brand every time you hit send, and the team is looking for someone who genuinely wants the customer on the other end to feel cared for, not just answered.

Culture fit matters here as much as the tactical skill set. This is a small, still-growing team where process is being built as you go — so the right person communicates naturally rather than sounding scripted, stays proactive about finding solutions instead of waiting to be told, and is comfortable taking ownership of a problem from first message to resolution.

What You'll Do

Own the inbox. Respond to customer inquiries across email, chat, and support tickets, keeping response times fast and professional.
Answer the full range of questions. Products, ingredients, orders, shipping, subscriptions, returns, exchanges and refunds — confidently and accurately.
Troubleshoot order issues. Investigate problems and coordinate with the internal team when an issue needs a second set of hands.
Guide product choice. Help customers figure out which products fit their skin and their needs.
Follow through. Stay on unresolved issues until they're actually resolved, not just answered once.
Learn the brand. Get to know the product line and ingredient philosophy well enough to answer like a true insider, not a script-reader.
Flag patterns. Notice recurring customer issues or questions and bring them to the team's attention before they become bigger problems.

What You Bring

E-commerce customer service experience — this is important, not a nice-to-have.
Experience with Gorgias or a comparable customer service / ticketing platform.
Experience working within Shopify or a similar e-commerce platform.
Strong written communication — warm, natural and on-brand, never scripted or robotic.
Experience managing a meaningful volume of customer inquiries without letting quality slip.
Strong organizational skills and close attention to detail.
Comfortable working independently in a remote, still-evolving environment where processes are still being built.
Good judgment and problem-solving skills: you know when to solve it yourself and when to loop in the team.
Warm, patient and empathetic with customers — positive and professional even on a hard ticket.
Proactive about finding solutions rather than waiting to be told what to do.
Comfortable taking ownership of a problem from first message through resolution, instead of just passing it along.

Nice to Have

Experience with a beauty, skincare, wellness or personal care brand.
A genuine interest in skincare and clean ingredients — no expertise required going in, just real curiosity.

Salary & Perks

Competitive USD Pay: We hire top talent and compensate accordingly.
100% remote — work from wherever you do your best thinking.
Reports to brand leadership, with room for the role to grow as the company scales.
The position is immediately available and requires entering into an independent contractor agreement with TLNT.
Additional perks and benefits.

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.