CUSTOMER SERVICE REPRESENTATIVE
Customer Service Representative
Reboot | Remote | Full-Time | Independent Contractor
About
We are a fast-growing direct-to-consumer energy and hydration brand on a mission to reinvent how people fuel their day. Powered by clean ingredients, nootropics, time-released caffeine, and bold limited-edition flavor drops, we launched in early 2025 and has already surpassed 500,000 customers and 1,200+ five-star reviews.
The brand is design-forward, community-driven, and growing fast. Every touchpoint with a customer — including support — reflects our identity: straightforward, energetic, and actually helpful.
About The Role
Our customer base is growing quickly, and the volume of inbound customer inquiries has reached the point where the founder can no longer handle it personally. This role exists to own the full customer support function — not just answer tickets, but represent the brand in every interaction.
Right now, customer service volume is approximately two hours per day. As we scale, that volume will grow and this role will grow with it. The person in this seat should be someone who can handle the current load with ease and is capable of taking on more responsibility as the business expands.
This is a full-time position. The expectation is availability, responsiveness, and ownership of the customer experience from first contact to resolution.
Key Responsibilities
Customer Support & Issue Resolution
- Respond to all inbound customer inquiries via email and any support platform used (e.g., Gorgias, Zendesk, or Shopify inbox) in a timely, on-brand manner
- Handle order-related issues: shipping delays, missing packages, wrong items, damaged products, and subscription changes
- Process refunds, replacements, and exchanges per company policy — and use good judgment when edge cases arise
- Escalate issues that require the founder's input when appropriate; resolve everything else independently
Subscription & Order Management
- Assist customers with subscription modifications: pausing, skipping, canceling, or updating orders
- Coordinate with fulfillment on order issues when direct action is needed
- Track recurring complaints and flag patterns to the founder (e.g., a specific SKU generating high return volume)
Brand Voice & Customer Experience
- Represent our voice in all written communication — direct, warm, and genuine
- Turn frustrated customers into loyal ones; go beyond the script when the situation calls for it
- Maintain a high customer satisfaction rate and work toward fast resolution times
Process & Documentation
- Build and maintain a response template library for the most common inquiries
- Document escalation procedures and support workflows as the role matures
- Communicate recurring issues and feedback trends to internal stakeholders
Required Qualifications
- 2+ years of customer service experience, ideally in a DTC, e-commerce, or subscription-based business
- Excellent written English — your responses will go directly to customers with no editing layer
- Comfortable working independently with minimal supervision
- Familiarity with Shopify or similar DTC platforms
- Reliable internet connection and a distraction-free work environment
- Strong problem-solving instincts — you find solutions, not reasons something can't be done
Preferred Qualifications
- Experience with customer support platforms such as Gorgias, Zendesk, or Freshdesk
- Background in consumer goods, supplements, food & beverage, or health/wellness brands
- Experience managing subscriptions (ReCharge, Skio, or similar)
- Comfortable working across multiple communication channels (email, chat, social DMs)
Ideal Candidate Profile
You genuinely enjoy helping people and it shows in your writing. You're patient, solution-oriented, and don't need to be told twice how the brand wants to show up. You take ownership of the customer experience like it's your own business — because, in a small company, it effectively is.
You are organized, consistent, and responsive. You don't let tickets pile up. You follow up when you say you will. And when something is outside your ability to fix, you escalate quickly and clearly rather than letting a customer wait.
You are the kind of person who makes customers feel like they're talking to someone who actually cares. Because you do.