Senior Customer Service Rep - Remote Role

At Red Water Holdings, we craft high-quality supplements and cosmetics that help people look, feel, and perform better. Since our launch we are quickly becoming one of the fastest growing brands in our niche. We scale through Meta ads (Facebook/Instagram) across DTC and marketplaces and with our growing customer base, we are making sure to keep customer satisfaction at an all time high.

We are looking for an A-player Senior Customer Service agent to take full ownership of our CS department and help us scale to the next level. This is a high-responsibility, high-autonomy role reporting directly to the founders.

Your Mission:

Own the customer service function end-to-end, ensuring our customers receive world-class support while driving key KPIs like response time and retention. Not only will we need you to be on top of your game and efficiently respond to tickets, we will also need you to keep an open mind on ways to innovate and improve our customer service systems.

Responsibilities:

- Handle customer inquiries across email and chat with speed, accuracy, and full ownership from first contact to resolution
- Manage order issues, refunds, returns, subscription changes, and product questions
- Use AI tools to assist with response drafting and ticket management, while reviewing all outputs before they reach a customer
- Identify patterns in customer issues and proactively flag them to the team
- Suggest improvements to AI prompts, response templates, and support workflows based on real interactions
- Maintain accurate records and follow SOPs consistently
- Escalate issues when necessary with clear, complete documentation — no half-baked handoffs
- Contribute ideas to improve the overall customer experience, not just close tickets

Our Tech Stack:

- Shopify
- Checkout Champ (subscriptions)
- ---------- and WhatsApp for team comms

KPIs You Will Own:

- First Response Time: Under 24 hours
- Oldest Ticket: Under 1 day
- Chargeback thresholds within the acceptable range

What We're Looking For:

- Highly responsible — you do what you say you're going to do
- Sharp attention to detail with zero tolerance for sloppy work
- Self-sufficient and solutions-oriented — you figure it out
- Comfortable using AI tools and curious about how to make them better
- Clear, professional written communicator
- Calm under pressure and consistent in quality
- No ego — just results

Why Join Us:

- Fast-moving, no-bureaucracy environment where your work actually matters
- Real ownership of your role — we trust you to run it
- Work alongside AI tools at the forefront of how customer service is evolving
- Your ideas get heard and implemented, not buried in a suggestion box
- Remote, flexible, and built for people who deliver without being micromanaged
- Grow with a company that's scaling fast

This Role Is Not For You If:

- You need constant supervision to stay on track
- Closing a ticket matters more to you than actually solving the problem
- You do the bare minimum and call it done
- Details slip through the cracks and you're okay with that
- You treat SOPs as suggestions
- You're not genuinely curious about AI and how to use it better
- You shut down under pressure instead of pushing through

Compensation & Details:

- $1,000+/month USD salary, depending on experience.
- Full-time, remote. Primary employment (no other jobs).

How to Apply:

If you're someone who takes full ownership, sweats the details, and genuinely takes pride in doing things right — we want to hear from you. This isn't a role for someone looking to punch the clock. This is for someone who sees a problem and fixes it, every single time.

To stand out, direct message me (Robert) a loom of you answering all the questions below.

QUESTIONS:

Q: How long have you been in a customer service role and what types of businesses or products have you supported?

Q: Describe a time you identified a recurring customer issue and took steps to fix it beyond just resolving the individual ticket.

Q: What AI tools have you used in a customer service context, and how did you use them to improve your workflow or output quality?

Q: A customer is threatening a chargeback over an issue that wasn't the company's fault. Walk me through exactly how you handle it.

Q: Describe a time you had to manage a high volume of tickets without letting quality slip. What did you do to stay on top of it?

Add any relevant work samples, SOPs you've built, or references (optional but recommended)