Customer Service Representative 3

Customer Experience (CX) Specialist

Work arrangement:Fully remoteSchedule:Full-time, 9:00 AM – 5:00 PM EST (full U.S. business-hours overlap required)Reports to:Director of OperationsLocation:South Africa, PHSalary Range:$1500 - $2000

About the Company

We are a rapidly growing U.S.-based wellness and lifestyle company that has become one of the most trusted names in the space. What began as a digital media brand has grown into a multi-channel business spanning award-winning editorial content, a top-ranked podcast, online certification courses, a national wellness event, and — at the center of our growth — a thriving direct-to-consumer supplements line that has fulfilled well over a million orders.

Our customers are health-conscious, detail-oriented, and invested in the products they buy. They expect the same level of care from our support team that they get from our products, which sets a high bar for every customer interaction. We operate with clear standards, strong SOPs, and a collaborative team culture that helps new hires ramp quickly and succeed.

About the Role

This is an additional seat on a customer experience team that is scaling alongside sustained order growth. As volume rises, the priority is protecting the response quality and personal touch our customers expect — not just keeping up with the queue.

The CX Specialist is often the first point of contact for a customer, and every interaction reflects the brand. You will own inquiries end to end — order questions, product guidance, troubleshooting, and the occasional sensitive conversation — resolving most issues yourself and escalating cleanly when needed. Historically this role has been email- and chat-based; as the team matures, we are adding phone support to the channel mix, so comfort on the phone is increasingly valuable.

Key Responsibilities

Customer Support & Resolution
* Serve as a first point of contact across email, chat, and (increasingly) phone, responding with professionalism, warmth, and empathy

Serve as a first point of contact across email, chat, and (increasingly) phone, responding with professionalism, warmth, and empathy
* Resolve order, product, shipping, returns, and account inquiries end to end, escalating complex or sensitive cases cleanly

Resolve order, product, shipping, returns, and account inquiries end to end, escalating complex or sensitive cases cleanly
* Handle high-value and VIP customer interactions with extra care and discretion

Handle high-value and VIP customer interactions with extra care and discretion

Platform & Order Management
* Manage tickets and track interactions in the support platform (Zowie or similar), keeping cases organized and resolved on time

Manage tickets and track interactions in the support platform (Zowie or similar), keeping cases organized and resolved on time
* Look up and troubleshoot orders in the e-commerce back end (Shopify), coordinating on fulfillment, refunds, and exchanges

Look up and troubleshoot orders in the e-commerce back end (Shopify), coordinating on fulfillment, refunds, and exchanges
* Maintain accurate records and case notes

Maintain accurate records and case notes

Quality & Brand Standards
* Deliver a consistent, on-brand experience aligned to established voice and service standards

Deliver a consistent, on-brand experience aligned to established voice and service standards
* Follow SOPs and handbooks, and flag recurring issues or gaps so processes can improve

Follow SOPs and handbooks, and flag recurring issues or gaps so processes can improve
* Contribute to a knowledge base of common questions and resolutions

Contribute to a knowledge base of common questions and resolutions

Team & Ramp
* Collaborate with teammates during training and shadow experienced agents during ramp-up

Collaborate with teammates during training and shadow experienced agents during ramp-up
* Share customer feedback and trends with the team to help improve the overall experience

Share customer feedback and trends with the team to help improve the overall experience

Required Qualifications
* 2–5 years of customer service / customer experience experience, ideally in e-commerce or online retail

2–5 years of customer service / customer experience experience, ideally in e-commerce or online retail
* Excellent written English with a clear, warm, empathetic communication style

Excellent written English with a clear, warm, empathetic communication style
* Comfortable working in a structured environment with SOPs, training materials, and on-the-job shadowing

Comfortable working in a structured environment with SOPs, training materials, and on-the-job shadowing
* Experience with a helpdesk or ticketing platform (e.g., Zowie, Gorgias, Zendesk, or similar)

Experience with a helpdesk or ticketing platform (e.g., Zowie, Gorgias, Zendesk, or similar)
* Reliable and consistent coverage during full U.S. business hours (9:00 AM – 5:00 PM EST)

Reliable and