Customer Support Specialist

We are a fast-growing direct-to-consumer supplement brand serving thousands of customers every month. Many of our customers are emotionally invested in their results, which means customer support is extremely important to us. We are not looking for someone who simply answers emails. We are looking for someone who understands human psychology, customer emotions, and problem-solving, someone who can turn frustrated customers into loyal fans. If you’re someone who copy-pastes generic replies, this job is not for you. If you understand how to de-escalate situations, protect the brand, and keep customers happy while following company policies, keep reading. What You'll Be Responsible For You will manage daily customer support operations and ensure every customer interaction reflects our brand standards. Responsibilities include: • Responding to customer emails and tickets • Managing refunds, replacements, and complaints • Handling frustrated customers professionally • Turning negative experiences into positive ones • Protecting the company from unnecessary refunds or abuse • Maintaining high customer satisfaction • Documenting common issues and suggesting improvements • Escalating serious problems when needed Our goal is simple: every customer should feel heard, respected, and taken care of. Do NOT apply if you: • Have never handled high-volume customer support • Cannot handle upset or emotional customers • Rely only on canned responses • Struggle to write clearly in English • Need constant supervision • Are slow to learn systems and processes We are looking for professionals who already know how to operate. This Role IS For You If: • You have experience in e-commerce customer support • You understand customer psychology and de-escalation • You write clear, empathetic, professional responses • You can follow policy while keeping customers satisfied • You are organized and detail-oriented • You are comfortable working independently • You care about doing excellent work If you’ve helped a brand maintain strong customer satisfaction while handling high ticket volumes, we want to hear from you. Preferred Experience Strong candidates often have experience with: • Shopify • Gorgias / Zendesk / Freshdesk / Brandwise • Handling refunds and chargeback risk • DTC e-commerce brands • Supplement or health brands (a plus) Application Instructions To apply, please answer the screening questions below carefully. We review applications thoroughly. Generic responses will not be considered. We are looking for experienced professionals who take pride in their work. To confirm that you carefully read this entire job post, please start your answer to the first screening question with the word BlueSky.