DTC E-commerce Customer Support Representative

Zoyava is a leading digital-native brand rapidly expanding its market presence by delivering top-notch, user-friendly supplements on different platforms. Our dedication to unparalleled quality and exceptional customer experience drives our operations. We believe every employee's contribution is indispensable to our company's success.

Who We're Looking For

We're looking for a customer-first rep who genuinely enjoys helping people and knows how to stay calm, clear, and solutions-focused even when things get messy. You're comfortable navigating Shopify, handling subscription issues, and pushing back on chargebacks without breaking a sweat. You take ownership of every ticket, follow through until it's resolved, and treat every customer interaction as a chance to leave a good impression. If you thrive in a fast-moving DTC environment and care about getting things right, we want to hear from you.

Key Responsibilities

Customer Support
Respond to customer inquiries via email with speed, professionalism, and accuracy.
Handle a high volume of tickets while keeping quality and tone consistent.
Resolve complaints, shipping issues, product questions, and post-purchase concerns efficiently.
Shopify & Subscription Management
Handle order issues, subscription changes, cancellations, billing inquiries, and account support directly in Shopify.
Ensure timely resolution of customer requests while maintaining a seamless experience throughout the customer journey.
Accurately log and update order and account details to keep records clean and reliable.
Chargebacks & Disputes
Manage chargebacks and payment disputes end-to-end, including evidence collection and submission.
Monitor dispute trends and contribute to reducing chargeback rates through proactive problem-solving.
Work closely with internal teams to flag recurring issues that may be driving disputes.
Customer Retention
Identify opportunities to retain customers through effective issue resolution and subscription-saving strategies.
Recognize when a customer is on the fence and apply the right approach to keep them.
Regularly surface customer feedback and insights to help improve products, processes, and the overall customer experience.

Skills and Requirements

At least 1 to 2 years of customer service experience in a DTC, eCommerce, or subscription-based environment.
Hands-on experience with Shopify, including order management and basic account troubleshooting.
Familiarity with chargeback processes and payment dispute workflows (experience with Stripe, PayPal, or similar platforms is a plus).
Strong written English communication skills with a friendly, professional tone.
Detail-oriented with solid organizational habits and the ability to manage multiple open tickets at once.
Comfortable working independently in a fully remote setup with minimal supervision.
A genuine drive to resolve issues fully, not just close tickets.

Nice to Have

Experience with helpdesk tools such as Gorgias, Zendesk, or Freshdesk.
Prior work in health, wellness, or supplements eCommerce.
Exposure to subscription retention strategies or save flows.

What We Offer:

A dynamic and supportive work environment in a fast-growing company.
Attractive salary and comprehensive benefits package.
Opportunities for professional growth and development.
HMO
Unlimited Paid Time Off.

This is a remote position requiring an active and fast internet connection and a personal computer or laptop. If you meet the above criteria, please apply through this link.

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