Customer Support Agent — Remote (D2C Oral Care)

About us We're a fast-growing direct-to-consumer oral care brand selling a premium daily oral-care product to customers worldwide. We reach people directly — no middlemen, no retail shelves — so every customer touchpoint runs through us. Support isn't an afterthought here; it's the voice of the brand and often the difference between a one-time buyer and a customer for life. The role We're looking for a Customer Support Agent to own inbound customer messages end-to-end: order and shipping questions, product guidance, complaints, and retention. You'll work from a library of proven templates but never sound scripted — you adapt every reply to the person in front of you. You're the calm, warm, genuinely helpful human on the other side of the screen. This is fully remote. You'll manage your own queue, work tickets oldest to newest, and keep everything documented so the next person always has context. What you'll do - Respond to inbound tickets promptly, warmly, and accurately - Handle the full order lifecycle: confirmations, cancellations, tracking updates, delivery issues, damaged or wrong items - Guide customers on product usage and set clear expectations so they get the best results - De-escalate frustrated customers and resolve complaints with empathy and sound judgment - Retain customers and subscribers through genuine, no-pressure problem-solving - Log tickets, tags, and internal notes so every case is traceable and hand-offs are clean - Escalate fulfilment cases to the aftersales team and follow them through to resolution What we're looking for - Excellent written English — clear, warm, natural, typo-free - Fluent spoken English. We run regular team calls and communication is core to how we work. If you can't hold a fluent, natural conversation on a call, this role isn't for you. This is non-negotiable. - Strong empathy; you read tone and respond to the human, not just the ticket - Experience in D2C/ecommerce support (health, wellness, beauty, or supplements a plus) - Comfortable following SOPs while personalizing every message - Sharp attention to detail and strong organizational habits - Calm under pressure with upset or demanding customers - Self-directed and reliable in a fully remote setup Tools you'll use (or pick up fast) - Re:amaze (helpdesk/ticketing) - Shopify (order lookups and management) - Notion (internal ticketing and documentation) - Slack (team communication) - A subscription platform (Loop/Recharge) — a plus Compensation - Starting at $5/hour - Room to grow to $7/hour once you're involved in the aftersales process How to apply [Link/email]. Read this carefully — applications that don't follow it won't be read. 1. Start your application with the word "HALO." If that word isn't there, I won't read further. This is how I know you actually read the posting. 2. Then tell me about your real experience: - Have you worked with D2C ecommerce brands before? Which ones, and what did you do? - Do you have experience with dropshipping brands specifically? (Longer shipping times, transit-delay tickets, delivery disputes, chargeback handling.) - How are you using AI in your support workflow today? Be specific — what tools, for what, and how it makes you faster or better. Skip the polished "tell me about a time..." stories — I'm not looking for those. I want your actual track record and how you work.