Brida

Email Customer Support

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: TYPE OF WORK

Full Time

: SALARY

$4/Hour

: HOURS PER WEEK

40

: DATE UPDATED

Oct 15, 2026

JOB OVERVIEW

Who We Are

Brida is a fast-growing eCommerce brand built by founders who scaled the company to seven figures per month within just two months. We are a health and wellness brand serving people aged 50 and above, and we are now building our customer support team with people who want to grow with us and help shape the next phase of this company.
We move fast, our order volume keeps growing, and we reward people who take their craft seriously. Every customer who reaches out to us is someone looking for relief and comfort in their daily life. How we respond matters.
If you want to make a real difference for customers, build something from scratch, and grow into a support leadership role, this is your seat.

The Purpose of This Role

The purpose of the Email Customer Support Agent at Brida is to give every customer a fast, clear, and caring experience through email.
As our Email Support Agent, you will be the first point of contact for our customers. Many of them are older adults living with daily discomfort, so we are looking for someone who brings patience, clarity, and genuine care to every reply. You will resolve orders, refunds, and subscription requests accurately, and you will turn frustrated customers into loyal ones.
This role goes beyond answering tickets. You will also spot recurring issues, flag them early, and help us improve the customer experience as we scale.

What You Will Do

Onboarding

Learn Brida’s products, brand voice, and support policies before handling a single ticket
Review past tickets and saved replies to understand our most common customer questions
Get familiar with our helpdesk, Shopify, and order tracking tools
Ongoing Responsibilities
Reply to customer emails quickly, clearly, and with empathy
Handle order status, shipping, returns, refunds, and exchanges
Manage subscription changes and cancellations with retention in mind Answer product questions using approved information only, never medical advice
Escalate complex cases and chargebacks to the right team
Tag tickets and keep saved replies up to date
Report recurring issues and customer feedback weekly

What We Are Looking For

Required Experience

1–2 years of email customer support for eCommerce/DTC brands
Excellent written English with a warm, professional tone
Experience with Gorgias
Experience handling refunds, returns, and order issues in Shopify
Ability to manage high ticket volume without losing quality
Strong attention to detail and accuracy

Strong to Have

Health/wellness or supplement brand experience
Experience supporting older customers
Subscription management experience (Loop, Checkout Champ and Kaching Bundles)
Experience with retention or save offers on cancellation requests
Character Traits We Hire For
Patient, empathetic, and calm under pressure
Fast, reliable, and accountable
Coachable and feedback-driven
Strong communicator

This Is NOT For You If

You have no eCommerce customer support experience
You rely on copy-paste replies without reading the customer’s actual problem
You struggle with grammar or written English
You get frustrated with repeat questions or upset customers
You want low accountability

Hours and Location

Fully remote
Work from anywhere in the world
Monday to Friday, flexible hours
We care about output, not clock-watching.
Salary: $4 per hour

Growth Potential

At Brida we highly value growth and development in all areas. With great performance, the potential for you as an Email Support Agent is significant:
Senior Support Agent role with ownership over complex escalations and help documentation
Customer Support Team Lead role to lead and manage other agents
Growth opportunity into a Customer Experience or Retention Specialist role for high performers with strong ambition
Strong performers grow here. There is no ceiling for people who consistently deliver.

How to Apply

To confirm you have read the full post and are serious about this position, please send an application message that includes all of the following:
Your updated resume
The helpdesk tools and eCommerce platforms you have used
A sample reply to this customer email: “I ordered 2 weeks ago and still haven’t received my lotion. This is ridiculous, I want a refund.”
A 2 to 3 minute Loom video with your camera on, introducing yourself and your customer support experience (record free at ---------- )

Only applicants who include a Loom video will be shortlisted.

SKILL REQUIREMENT

Customer Support Ecommerce Customer Service

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Brida

Email Customer Support

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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