Customer Service Associate

This is a remote position.

Role Name: Customer Service Associate

Schedule:

• 40 hours per week, Monday to Friday 8 AM to 5 PM 1 hour unpaid break
  

Client Timezone: PST (San Diego-based)

Client Overview

We are an early-stage, venture-backed consumer products business founded by serial entrepreneurs with a successful record of operating and investing in health and wellness brands.

Our mission is to advance public health by producing superior alternatives to nicotine and tobacco products. These products serve as vastly healthier alternatives to smoking and vaping, and also as powerful cognitive-enhancing tools for high-performing individuals.

We are a lean, fast-moving team which prioritizes integrity and responsibility in everything we build.

What we need

We're seeking a customer service associate with a passion for delivering outstanding experiences, whether it's helping a first-time buyer choose the right product or resolving a shipping hiccup with care and efficiency. You should be calm under pressure, quick to learn new tools, and excited to represent a brand with a strong customer-first reputation. We expect you to blend deep product knowledge with personality and professionalism—traits we highly value. We are a fast-growing company and for the right candidate this position would have significant potential to grow into other roles.

Key Responsibilities

• Quickly and accurately answer customer questions and solve problems related to purchases, shipping, subscription management, and other issues
  
• Respond quickly to customer inquiries via Gorgias (email + live chat), texts, phone calls, and social media platforms
  
• Collaborate with internal teams to gather information needed to resolve escalations
  
• Update customer orders, issue refunds, and manage subscriptions in Shopify
  
• Track and troubleshoot shipments, coordinating with fulfillment partners when needed
  
• Maintain accurate records of customer interactions and resolutions
  
• Use Slack to communicate with internal teams and flag recurring issues
  
• Manually create orders as needed
  
• Support ad hoc operations and administrative tasks as needed
  
• This role reports to the COO
  

Qualifications

Experience -3+ years ofrelevant experience which includesdemonstrated success in at least someof thefollowing:

• 3+ years in customer support, ideally for a product-based eCommerce brand
  
• Experience using support platforms like Gorgias, Zendesk, or Freshdesk
  
• Prior experience communicating with 3PLs or tracking shipments across multiple carriers
  

Skills & Attributes:

• Excellent written English and confident in handling live chats, email tickets, and help documentation
  
• Proficiency in Shopify, including order editing, refunds, and subscription management
  
• Strong working knowledge of Excel or Google Sheets (e.g., sorting, filters, formulas, vlookups)
  
• Demonstrated ability to resolve customer issues independently and escalate when needed
  
• Familiarity with internal collaboration tools like Slack and Notion
  
• Strong communication and collaboration skills
  
• Self-motivated and proactive
  
• Highly entrepreneurial and ability to tackle a broad range of tasks, including new challenges and problems outside your comfort zone
  
• Highly organized and able to manage multiple projects simultaneously
  

Alignment with Company Values:

• Think and act like an owner
  
• Open and honest communicator - You tell it like it is and prefer others to do the same for you
  
• Ability to work in a fast-paced, early-stage startup environment
  
• Commitment to high standards and a lean, efficient working style
  

Independent Contractor Perks

• HMO Coverage for eligible locations
  
• Permanent work from home
  
• Immediate hiring
  
• Steady freelance job