Customer Support Specialist Test

About the role

The Customer Support Representative is the front line for a direct-to-consumer subscription brand's customers, handling inquiries across email, live chat, and phone. The role is responsible for helping customers manage their subscriptions, resolving order and shipping issues, processing returns and refunds, and answering product questions. It partners closely with the Customer Experience Team Lead and a third-party logistics warehouse to resolve escalations and surface recurring issues for operational follow-up. The role is central to customer retention and is measured in part by customer satisfaction scores.

Required qualifications

2+ years of customer service experience, ideally in e-commerce or DTC subscription brands

Excellent written English - your emails and chats need to be clear, warm, and free of typos

Strong verbal English - you'll be on the phone with US customers daily

Comfortable working US Eastern Time hours from a home office with reliable high-speed internet

Familiar with help-desk software (Zendesk, Freshdesk, Gorgias, or similar)

Detail-oriented - you notice when something doesn't add up and you ask the right questions

Ability to multitask - managing 3-4 chats and an email queue at the same time without losing the thread

Empathy and patience - some customers are frustrated when they reach out, and we want them to leave feeling heard

Tech-savvy - comfortable learning new tools quickly (we use Shopify, ShipStation, Recharge, Slack, and a few others)

Preferred qualifications

Zendesk experience strongly preferred

Experience supporting a subscription business (Recharge, Skio, or similar subscription platform)

Background in health, wellness, nutrition, or related industries

Previous remote-work experience supporting US customers from outside the US

Familiarity with social-media customer support (Instagram DMs, Facebook Messenger, TikTok comments)

Bilingual (Spanish a plus - about 12% of our customer base is Spanish-speaking)