Email Customer Support Specialist

Customer Support Specialist — Dog Supplement Brand (Part-Time, Work From Home)

About Us

Dogbiotics is a US-based brand selling a daily dental supplement for dogs. Our flagship product, DE-01 Dental Dogbiotic, helps dogs maintain clean teeth and fresh breath without vet visits or anesthesia. We sell through our website and Amazon, shipping to customers all across the United States.

Our customers are mostly dog owners between 45 and 70 years old who treat their dog like a member of the family. They write to us when they're worried, frustrated, or just need help — and we take that seriously.

We're a small, lean team. The work you do here matters directly to real people and their dogs.

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The Role

We're looking for a part-time email customer support specialist to work alongside our existing support lead. This is a fully remote, work-from-home position.

You will handle customer emails through Gmail, drafting replies to questions about orders, subscriptions, refunds, product questions, and complaints. You will also help process subscription cancellations and order updates in Shopify.

This is an email-first role. No phone calls required to start.

Hours: 20–25 hours per week. We need coverage 7 days a week including weekends, so weekend availability is required.

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What You'll Do

- Reply to customer emails within a few hours of receipt
- Process subscription cancellations and changes in Shopify
- Handle refund requests, shipping issues, billing questions, and complaints with empathy and good judgment
- Escalate sensitive situations to the team lead when needed
- Write in a warm, natural tone that fits a brand that genuinely cares about dogs

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What We're Looking For

- Excellent written English — clear, warm, natural, and error-free. This is the single most important requirement.
- Previous experience in email customer support, ideally for a DTC or ecommerce brand
- Comfort with Gmail and Google Docs (Shopify experience is a plus but not required)
- Strong judgment — you know when to apologize, when to offer a refund, and when to ask for help
- Reliability — we expect replies to internal messages within a few hours during your shift
- Genuine warmth for people and their pets

Nice to Have:
- Experience supporting US-based customers
- Familiarity with subscription businesses or Loop Subscriptions

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What This Is Not

- Not a general VA role
- Not a social media or ads role
- AI tools may not be used to draft customer responses. All replies must be written by you. We test for this during the assessment and monitor for it on the job. Using AI is an automatic disqualification.

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Compensation

$500–700 USD per month depending on experience and hours, paid monthly via Wise or PayPal. Ability to go up from there as hours increase.

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How to Apply

Send an email to ---------- with the subject line:
**CS Application — [Your Name] — [Your Country]**

Your email must include:

1. The word **BISCUIT** at the top so I know you read this posting in full
2. Two to three sentences on why you are a good fit for this specific role — not a general customer service role, this one
3. Your most relevant customer support experience, in plain language
4. Your honest answer to this question: *Tell me about a time a customer was wrong, but you still had to make them feel heard. What did you do?*

**Please do not send a CV or resume as your first message. Do not use a template. If your email looks like it was sent to 50 other jobs at the same time, it will not be read.**

Shortlisted candidates will be invited to complete a paid skills assessment consisting of real customer email scenarios. This assessment must be completed without AI tools. We respond to every application.

We are looking for someone who can start within two weeks.

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*A note on responsiveness: we take response time seriously, even during hiring. Candidates who take more than 24 hours to reply at any stage of the process will not move forward.*