Posted 1w ago
At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
Our client is a rapidly growing health and wellness brand built around premium, organic California extra virgin olive oil. The company is currently fulfilling approximately 1,800–2,000 orders per month, with plans to significantly increase order volume as the business continues to grow.
They are looking for someone who can become a key part of their small team and take ownership of the customer experience as the brand continues to grow.
We are looking for a Customer Service Assistant to support the day-to-day customer experience and help ensure customer requests are handled efficiently and thoughtfully.
The ideal candidate is empathetic, highly organized, proactive, detail-oriented, and comfortable taking ownership of customer issues from start to finish. This person should have excellent written English and be comfortable speaking with customers by phone when needed.
This is a part-time, long-term opportunity with a flexible schedule. The role is expected to require approximately 20 hours per week, with availability around 11:00 AM–3:00 PM Pacific Time preferred. The schedule can have some flexibility as long as the customer support queue remains under control and customers receive timely responses.
Own day-to-day customer support through Gorgias
Respond to customer questions and support requests in a timely and empathetic manner
Respond to "Where is my order?" and other shipping-related questions
Resolve delayed, lost, stolen, or damaged shipments
Troubleshoot missing products or accessories that may be split-shipped from different warehouses
Manage claims and reimbursements through SavedBy shipping insurance
Coordinate replacements with the 3PL team via Slack when issues aren't covered by SavedBy
Handle returns, replacements, refunds, order changes, and other customer requests
Follow tickets through to complete resolution rather than simply responding
Identify recurring customer issues and help improve FAQs, automations, and internal processes
Communicate with empathy, patience, and excellent written English, including when dealing with frustrated customers
Cross-check Shopify sales, 3PL inventory, returns, and inbound inventory as needed
Investigate inventory discrepancies and help prevent lost or incorrectly adjusted inventory
Communicate directly with warehouses and partners to resolve customer-related issues
Assist with administrative and operational projects as needed
Help document and improve SOPs as the business grows
Proactively identify problems and bring solutions rather than waiting for direction
Be available to speak with customers by phone when needed, particularly customers who may need additional assistance completing an online purchase
Take ownership of the customer experience and help ensure the support queue does not become overwhelmed
Excellent written and spoken English is required
Strong communication skills and the ability to communicate with empathy and patience
Highly organized, reliable, and detail-oriented
Proactive, independent, and comfortable taking ownership
Strong problem-solving skills and good judgment
Experience with Shopify and Gorgias is strongly preferred
Experience working with DTC/e-commerce is preferred, ideally in health, wellness, food, beauty, or natural products
Experience working with 3PLs or fulfillment partners is a plus
Comfortable communicating with customers by phone when needed
Able to learn new tools and systems quickly
Comfortable working independently in a fast-growing startup environment
Self-starter who wants to learn and grow with the brand
Comfortable taking initiative and suggesting better ways of doing things
Interest in health and wellness is a plus
Compensation: $1,000 USD per month
Fully remote opportunity
Part-time, approximately 20 hours per week
Flexible working hours, with availability around 11:00 AM–3:00 PM Pacific Time preferred
Long-term opportunity with potential to grow alongside a rapidly growing company
Opportunity to take ownership of the customer experience and contribute ideas as the business grows
8-minute Hireflix screening
Interview with the Founder