Email Customer Support Specialist — Vitamins & Supplements E-commerce (Shopify)

Email Customer Support Specialist — Vitamins & Supplements E-commerce (Shopify) Type: Part-time now (~20 hrs/week), with a path to full-time · Schedule: Monday–Friday, ~4 hours/day in your own daytime hours · Response target: within 24 business hours · Channel: Email only About the role We're a premium, Made-in-USA dietary supplement brand selling direct to US customers on Shopify. Our growing line covers everyday vitamins and supplements — Vitamin D-3, a complete gut biotic formula, Berberine Complex, Magnesium Bisglycinate, Collagen Peptides, a hair-growth formula, and more (a range of 8 products) — positioned around quality and trust (GMP certified, third-party tested, no artificial fillers). We're hiring two customer support specialists to share our email inbox as a small team, giving our customers fast, friendly replies on weekdays. This is an ongoing, long-term role — starting part-time (~20 hrs/week), with a clear path to full-time as our order volume grows. It is not a one-off project; we want people to grow with us. You'll be the voice our customers hear, so excellent written English and a warm, professional tone that matches a premium brand are essential. You'll work your own normal daytime hours and clear the day's queue, keeping our first-response time under 24 business hours, Monday–Friday. Schedule • ~4 hours each weekday (Mon–Fri), worked in your own daytime hours • Email only — no phone or live chat for now • As we grow, hours can increase toward full-time, and we may add weekend coverage later (you'd be first in line for the extra hours) What you'll do • Respond to customer emails: order status, shipping and tracking, returns, refunds, and cancellations • Manage subscription changes (pauses, swaps, cancellations) inside our subscription app • Look up and edit orders in Shopify • Answer general product questions using approved information from our labels • Use approved response templates and keep them tidy • Flag and escalate urgent issues immediately: payment disputes, damaged shipments, and any reported adverse reactions to a product • Politely redirect any medical or health questions using our approved scripts (details below) Requirements • 2+ years of e-commerce customer support experience (DTC / Shopify brands strongly preferred) • Hands-on experience with Shopify (orders, refunds, fulfillment) • Experience with a helpdesk — Gorgias or Zendesk preferred • Excellent written English — clear, warm, and professional • Reliable, self-managing, and comfortable working to an SLA • Available ~20 hrs/week (around 4 hours each weekday, Mon–Fri), in your own daytime hours • Capacity and interest to grow into a full-time role as we scale Room to grow This is a long-term position with two real paths: full-time hours as order volume increases, and — for the right person — a lead / senior support role (light quality checks, keeping templates current, coordinating cover, and a brief weekend check of urgent items — about 5–10 minutes on Saturday and Sunday) which comes with additional pay. If that interests you, mention it in your application. Important — supplement compliance We sell dietary supplements in the US, so this role comes with strict rules about what agents may and may not say. You must never give medical advice or make health claims about our products. For example, you can't tell a customer that our Vitamin D "boosts immunity," our Berberine "lowers blood sugar," or our hair formula "regrows hair" — even if they ask directly. Health and medical questions get redirected to "please consult your doctor," and any reported side effects get escalated to us right away. We'll provide full training, templates, and a one-page rules sheet. Comfort following these rules precisely is non-negotiable. How to apply 1. Start your proposal with the word "SUPPLEMENT" so we know you read this post in full. 2. Briefly describe your e-commerce support experience and which helpdesk(s) and subscription apps you've used. 3. Tell us your time zone and your normal working hours. 4. If you're interested in the lead/senior role, say so. Shortlisted candidates will be invited to a short paid test task (answering 3 sample customer emails) before a quick video interview. We're hiring two people for this role, with room to grow into full-time positions and a lead opportunity for one. We look forward to reading your application!