Customer Support Representative (Ecommerce)

TL;DR

Customer Support Representative (Ecommerce): Managing inbound email inquiries for a health and wellness DTC brand with an accent on order resolution and empathetic communication. Focus on resolving shipping and subscription issues and identifying recurring patterns for process improvement.

Location: Fully remote position based in Latin America

Company

hirify.global is a fast-growing operator of direct-to-consumer brands in health and wellness, primarily serving the US market.

What you will do

• Respond to customer emails promptly and accurately within SLA targets.
• Handle order status, shipping delays, returns, refunds, and subscription management.
• Process refunds and cancellations according to the 90-day money-back guarantee policy.
• De-escalate upset customers using professional and empathetic communication.
• Document all interactions in the helpdesk platform and escalate complex cases.
• Identify recurring issues and flag them for process or policy review.

Requirements

• 1+ year of experience in email-based customer support, preferably in ecommerce or DTC.
• Excellent written English: grammar, tone, and empathy are critical.
• Comfort working in helpdesk environments (Richpanel, Zendesk, Gorgias, or equivalent).
• Strong problem-solving skills and the ability to work independently.
• Attention to detail when processing financial transactions or account changes.
• Must be based in Latin America.

Culture & Benefits

• Fully remote work environment with a global team.
• Culture of accountability and genuine customer care.
• Growth path into senior support or team lead positions.
• Flexible time off and training & development opportunities.
• Performance bonuses and monthly commissions.