Experienced Customer Support Representative (Ecommerce / Pet Wellness Subscription)

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: TYPE OF WORK

Full Time

: SALARY

3

: HOURS PER WEEK

48

: DATE UPDATED

Jul 28, 2026

JOB OVERVIEW

TYPE OF WORK: Part-time to start, transitioning to full-time
HOURS PER WEEK: 36 (part-time), increasing once transitioned to full-time or start full-time straight away depending on availability

ABOUT THE ROLE

We're a growing pet wellness brand specializing in natural joint supplements for dogs. We're looking for 2 customer support representatives to join our team and help us deliver a warm, caring experience to dog parents everywhere.

This role starts part-time, with the clear intention to move into a full-time position once you're fully ramped up and settled into the role. It's a long-term, ongoing opportunity for the right person.

WHAT YOU WILL DO
- Respond to customer emails and support tickets with a warm, friendly tone (no corporate speak!)
- Use Claude (AI) alongside our brand voice guidelines to help draft and refine responses, while still reviewing and personalizing every message before sending
- Resolve order issues, tracking, shipping delays, missing items, returns, and refunds
- Handle subscription management, pauses, cancellations, and adjustments
- Coordinate with our supplier to confirm order status and get shipment updates
- Answer product and ingredient questions
- Log and escalate complex issues (damaged items, charge disputes, pet health concerns) when needed
- Maintain a high customer satisfaction rating while keeping every interaction genuine and encouraging

REQUIREMENTS
- Direct experience in ecommerce customer support (dropshipping or subscription-based businesses preferred, required)
- Comfortable using AI tools (e.g. Claude, ChatGPT) to speed up drafting without losing a personal, human touch
- Comfortable managing subscription cancellations, pauses, and retention conversations
- Strong written English with a warm, empathetic tone, this is a pet-loving brand and it should show in every reply
- Experience with helpdesk tools such as Gorgias, Zendesk, or Freshdesk
- Familiarity with Shopify
- Reliable internet connection and available to work set hours
- Available and interested in transitioning to full-time hours after the initial period

NICE TO HAVE
- Experience in the pet wellness, supplements, or health/wellness industry
- Comfortable discussing sensitive topics (e.g. pet loss, health concerns) with empathy and care
- Experience with subscription retention strategies
- Prior experience using AI assistants as part of a support workflow

HOW TO APPLY
- Send your updated PDF resume
- Record a 1-minute video answering: "Tell us about a time you turned an unhappy customer into a happy one. How did you handle it?"

SKILL REQUIREMENT

Customer Support Ecommerce Shopify

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Experienced Customer Support Representative (Ecommerce / Pet Wellness Subscription)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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