Customer Service Associate

About the Role FemiClear is looking for an empathetic, proactive, and detail-oriented Customer Service Associate to support our customers on an ongoing contract basis. At FemiClear, we don't believe customer service is simply about answering questions or closing tickets. We believe in wowing our customers. We want every interaction to leave the customer feeling heard, cared for, and confident that we genuinely wanted to help. Our products address intimate women's health concerns, so our customers often come to us with personal, sensitive, and sometimes frustrating experiences. The right person will be comfortable navigating these conversations with warmth, professionalism, discretion, and empathy. This is a small, ongoing fractional role averaging approximately 20 hours per month (about 5 hours per week). While the total number of hours is limited, we're looking for someone who can provide consistent touchpoints throughout the workweek rather than completing all hours in one block. For the right candidate, there may also be an opportunity to expand the role to support customer engagement across product reviews and social media. What You'll Do You will serve as a frontline point of contact for FemiClear customers and help manage email and call inquiries using Zendesk. Our existing workflow covers everything from routine product questions and tracking requests to refunds, subscriptions, returns, free gifts, and product complaints. Responsibilities will include: • Monitor and respond to customer inquiries through Zendesk, including email and phone support • Provide thoughtful, empathetic, and personalized responses to customer questions and concerns • Answer product questions using approved FAQs, macros, and internal guidance • Research orders and customer information in Shopify • Assist with order tracking, shipping issues, refunds, returns, subscription cancellations, and mis-delivered packages • Help customers resolve promotional and free-gift redemption issues • Process eligible refunds and satisfaction guarantee requests according to established procedures • Recognize product complaints or sensitive situations that require escalation and route them appropriately • Properly document, tag, assign, and follow up on customer service tickets • Follow established workflows while using good judgment when a situation doesn't fit neatly into an existing process • Look for opportunities to go beyond simply resolving an issue and create a genuinely positive customer experience • Potential additional opportunity to monitor and respond to customer product reviews and social media comments using FemiClear's established brand voice and response guidelines Customer inquiries should be monitored consistently rather than only once per week. Our current process calls for Zendesk to be checked at least once a day throughout the week to ensure customers receive prompt responses. What We're Looking For The ideal candidate has: • Previous customer service experience, preferably with a consumer brand, experience with health, wellness, personal care, supplements, OTC products, or other regulated consumer products is a plus. • Experience with Zendesk and Shopify strongly preferred • Excellent written and verbal communication skills • Experience providing both email and phone customer support • A naturally empathetic, warm, and solutions-oriented communication style • Strong attention to detail and ability to follow established procedures • Excellent judgment and the ability to recognize when something needs to be escalated • Comfort discussing sensitive women's health and intimate wellness topics professionally • Ability to learn product information and communicate it clearly without going beyond approved guidance • Dependability and responsiveness during agreed-upon working hours • Ability to work independently while knowing when to ask for guidance