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About Us
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.
About Our Client
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 orders per month, with plans to reach 3,000 orders per month in the near term and 5,000+ per month next year.
They are looking for someone who can become a key part of their small team and take ownership of customer experience, day-to-day operations, and social media content as the brand continues to grow.
About the Role
We are looking for a Customer Experience, Operations & Social Media Coordinator to take ownership of customer support while also supporting inventory, operations, and social media content.
Customer support is the highest priority of the role. The ideal candidate is empathetic, highly organized, proactive, creative, and comfortable wearing multiple hats. They should be a self-starter who is willing to learn and grow with the brand.
Responsibilities
- Own day-to-day customer support through Gorgias
- Maintain a 12-hour or less response time for customer support tickets
- Respond to "Where is my order?" and other shipping 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 daily or near-daily
- Investigate inventory discrepancies and help prevent lost or incorrectly adjusted inventory
- Communicate directly with warehouses and partners to resolve issues
- Assist with administrative and operational projects as needed
- Help document and improve SOPs as order volume grows
- Proactively identify problems and bring solutions rather than waiting for direction
- Post approximately 2–3 times per week across social channels
- Create original product and lifestyle content using the company's products
- Repurpose existing behind-the-scenes footage, farm content, healthy habits, founder content, educational material, and documentary footage
- Edit longer-form footage into engaging Reels, TikToks, Stories, and short-form content
- Help tell the founder and brand story in an authentic way
- Write captions and social copy consistent with the brand voice
- Bring a strong eye for design, aesthetics, storytelling, and what makes content engaging
- Identify organic content that could also work well for paid advertising
- Use AI tools such as ChatGPT or Claude where helpful to support research, workflows, and content development
What We're Looking For
- Excellent written English is required
- Highly empathetic and comfortable communicating with customers
- Extremely 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, ideally in health, wellness, food, beauty, or natural products
- Experience working with 3PLs or fulfillment partners is a plus
- Comfortable with Canva, CapCut, Adobe, or similar creative tools
- Strong visual taste and an understanding of social media content
- Able to learn new tools and systems quickly
- Comfortable working in a fast-growing startup environment where priorities and responsibilities can evolve
- Self-starter who wants to learn and grow with the brand
- Strong communication skills and the ability to communicate with empathy
- Interest in health and wellness is a plus
- Understanding of the importance of citing sources when making health-related claims
Candidates will be asked to research the brand and come prepared with five social media content ideas/posts they would consider recreating or adapting for the brand, along with the reasoning behind their choices. Candidates should demonstrate awareness of the brand's science-focused approach and the importance of citing sources when making health-related claims.
Perks – What's in It for You?
- Compensation: $1,800 USD per month base salary
- Fully remote opportunity
- Flexible working hours, as long as responsibilities are completed and customer support does not fall behind
- Potential for bonuses and additional opportunities based on performance and contribution to the brand
- Opportunity to grow alongside a rapidly growing company
Hiring Process
- 8-minute Hireflix screening
- Social media/brand research homework: candidates should prepare five social media content ideas/posts they would recreate or adapt for the brand, along with the reasoning behind their choices
- Interview with the Founder
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