Ecommerce - Customer Service Representative

You'll be the human our customers actually want to reach.

Most supplement companies treat support as a cost to minimize — hidden behind apps with no cancel button, no phone number, and no reply for days. We're building the opposite. In a category full of subscription traps and ghost-town inboxes, responsive, honest, genuinely caring support is our competitive advantage. You'll be the person who makes that real.
Our customers are mostly people managing their cholesterol — many of them older, many navigating decisions about statins and their health. When they write in, they're often anxious, confused about dosage, or worried about a charge they didn't expect. How you respond shapes whether they trust us. That's not a small job. It's one of the most important ones we have.


What you'll actually do:

Be the fast, friendly reply customers rarely get elsewhere — handling questions about orders, billing, subscriptions, refunds, and shipping with genuine care.

Handle sensitive health questions responsibly — answering dosage and product questions from approved information, and always pointing customers to their doctor on anything medical. You'll never improvise on health advice.

Turn frustrated customers into loyal ones. A well-handled refund or a patient explanation often earns more trust than a perfect order ever could.

Be the voice of the customer internally — flagging the recurring confusion and friction you see so we fix problems at the source, not one ticket at a time.

You'll thrive here if you...

? Write like a warm, clear human — not a script or a robot
? Stay calm and kind when someone's upset, and don't take it personally
? Take real ownership: you'd rather solve it now than pass it along
? Have an instinct for empathy, especially with older or worried customers
? Are organized enough to keep dozens of conversations moving without dropping anyone
? Care about doing the right thing even when no one's watching

This probably isn't for you if you want a role where you copy-paste canned replies and clock out, or where "policy" is an excuse not to help. We're looking for someone who takes pride in actually fixing things.

Why this role is different:

Your work matters and it shows. You'll see the reviews change, the chargebacks drop, the "thank you for actually responding" emails come in.

I'm looking forward to hearing from you, and I hope to have you become a part of our team!