E-Commerce Customer Service Specialist

Paw Balance makes probiotic and multivitamin chews that help dogs with allergies, gut health, skin and coat, and heart health. We sell direct-to-consumer and on Amazon, and we're growing fast. We care about our products, we care about our customers, and we're building a team that feels the same way.

The Opportunity
We're hiring our first dedicated customer support person. This is a part-time freelance/contractor role — roughly 20 hours per week, paid monthly in USD. You'll work remotely from and must work in U.S. Central Time Hours. So that would be the night shift in the Philippines.

This starts as a contract position because we hire carefully. But we're hiring with the long term in mind — if you're great at this and we're growing together, there's a real path to taking on more responsibility, more hours, and eventually a full-time role helping us build out our entire customer experience. We're looking for someone who wants to grow with a company, not just fill a seat.

What You'll Do
Be the main point of contact for our customers across email, chat, and social media
Answer questions about orders, shipping, returns, subscriptions, ingredients, and dosing
Learn our products inside and out so you can speak confidently with dog owners about what our chews do and how they work
Keep track of what customers ask about most and flag patterns — recurring complaints, confusing product info, common questions that could be answered with better content on our site
Help us build out FAQ pages, response templates, and support documentation over time

Who You Are
Fluent in English, both written and spoken. Your writing sounds natural and warm — not robotic or overly formal. We'll do a live interview and a short writing exercise to confirm this.
Based in Philippines with reliable internet
Available during U.S. Central business hours
You have customer support experience — ideally in e-commerce, online brands, or anything where you've handled customer inquiries over email or chat
You're a dog person. Our customers are passionate about their pets. If you don't get that, this isn't the right fit.
You're comfortable with technology — helpdesk tools, Shopify, basic reporting. You don't need to be an expert but you pick things up quickly.

Nice to Have
Experience with Amazon Seller Central
Background in pet products, health/wellness, or supplements
Interest in AI tools and how they can improve customer support
You've trained or onboarded other support tea ---------- mbers before

Compensation
Competitive monthly retainer in USD, based on experience.

How to Apply
Send us a short message with:
Why this role caught your eye
An example of a customer interaction you handled well — what happened and what you did
Your availability and English proficiency level

We read every application ourselves.