Customer Service Rep

Summary Strada Labs LLC is a fast-growing US-based RUO peptides company. We operate a high-volume e-commerce store and serve a large, engaged customer base. We move fast, we hold ourselves to a high standard, and we take care of people who perform. The Role We're hiring a Customer Support Representative to own our support inbox and make sure every customer is taken care of. You'll be the front line — handling order issues, processing refunds, coordinating reshipments, and fixing mistakes before they become problems. This is not a low-effort ticket-closing role. We want someone who communicates clearly, thinks on their feet, and genuinely cares about getting things right. What You'll Be Doing Responding to customer emails in a timely, professional manner Processing refunds and reshipments per company policy Editing or correcting orders when mistakes occur before fulfillment Tracking down order status and coordinating with our fulfillment team Escalating edge cases appropriately — no cowboy decisions Keeping tickets organized and resolved efficiently What We're Looking For 1+ years of customer support experience, preferably in e-commerce Excellent written English — clear, warm, professional tone Experience with WooCommerce, Shopify, or similar platforms is a plus Comfortable following scripted responses and company policies Highly organized — you don't let things slip through the cracks Reliable internet connection and availability during agreed hours Experience in supplements, wellness, or research products is a bonus but not required