Customer Care Specialist - Remote

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: TYPE OF WORK

Any

: SALARY

750

: HOURS PER WEEK

21

: DATE UPDATED

Feb 22, 2026

JOB OVERVIEW

About MyMagicHealer
MyMagicHealer is a mission-driven skincare brand supporting people with painful, sensitive skin flare-ups. Many people come to us after searching for answers and natural ways to support their skin.
In Customer Care, we are the bridge between the brand and the customer.
Every message matters.
Every interaction shapes how someone feels about their healing journey.
We’re building a high-performing Customer Care department and would love for you to join our mission-driven team.

Read below if you’re a fit.

Who This Role Is For
This role is for someone who:
Thinks critically instead of waiting for instructions
Can operate confidently even when processes aren’t fully built
Understands customers and adapts support to different situations
Protects the brand fairly without compromising the customer experience
Knows how to flip a tough ---------- nt into trust
Cares about outcomes and how customers feel, not just closing tickets
Spots process gaps and suggests improvements (SOPs, workflows, tools)
If you only follow scripts, this role is not a fit.
If you lead with judgment and customer care, keep reading.

What You’ll Do
Support customers via Instagram, Facebook, TikTok Shop, and Zendesk (email + chat)
Provide fast, customized responses (not copy/paste only)
Investigate before replying (order history, tracking, past conversations)
Handle product questions, shipping, refunds, and escalations with clear next steps
Respond to public comments/reviews in a calm, brand-aligned voice
Escalate complex/high-risk cases with strong internal documentation
Follow SOPs while flagging gaps and improvement opportunities

What Success Looks Like
Customers are supported quickly during your shift (target: within 30 minutes)
Tense situations are handled calmly
Brand trust is protected at all times
Issues are solved with minimal back-and-forth
You proactively improve workflows, not just follow them

Requirements
2+ years e-commerce customer support (email + chat required)
Experience handling public-facing comments or reviews
Strong written English
Comfortable with accountability and performance metrics
Reliable internet and ability to work set hours (PST)

Schedule
Remote, long-term role
Set working hours required (share availability in PST)

How to Apply (Required)
Please include ALL items below in one message.

1) Short Video Intro (2–3 minutes)
Please include a Loom or short video covering:
Introduce yourself
Why you believe you’re a strong fit for MyMagicHealer and this role

2) Scenario Assessment
Answer all 5 scenarios below.
Scenario 1
A customer used Flare Care for 4 days and said it didn’t cure their condition. They demand a full refund.
How do you respond?

Scenario 2
You discover an order never shipped due to an internal error. The customer has been waiting 10 days and is upset.
How do you handle this?

Scenario 3
A customer says another agent promised a refund outside policy, but you see no documentation.
What steps do you take and how do you communicate with the customer?

Scenario 4
A customer broke their Flare Care jar after 3 months. They don’t want to pay and are asking for a replacement.
How do you respond?

Scenario 5
A customer comments publicly:
“This product is a scam. Don’t buy it.”
How do you respond publicly?

3) Practical Details
Internet speed (upload + download)
Available working hours in PST
Expected monthly compensation

We are looking for someone who thinks critically, takes ownership, and wants to help build a world-class Customer Care department.
If that’s you, apply.

SKILL REQUIREMENT

Customer Support Critical Thinking Process Improvement

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Customer Care Specialist - Remote

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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