Customer Support Agent — DTC Supplement Brand (Subscription, High Volume, Phone + Email)

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: TYPE OF WORK

Any

: SALARY

$700 /month

: HOURS PER WEEK

32

: DATE UPDATED

Oct 10, 2026

JOB OVERVIEW

Read carefully — this is a high-volume, high-standard support role.

We're a fast-growing DTC supplement brand running a subscription-first model with a large, active customer base. That means a lot of tickets, a lot of subscription questions, and customers who need fast, warm, accurate answers — over both email and phone. We're hiring several experienced CS agents who can handle real volume without dropping quality.

This is not an entry-level role. If you've done real customer support for an ecommerce or subscription brand, your spoken and written English are excellent, and you're fast, empathetic, and unflappable, keep reading.

What you'll do

Handle a high volume of customer tickets daily — email, chat, and helpdesk
Handle phone support — speaking with customers directly, calmly, and clearly
Manage subscription issues: cancellations, pauses, skips, billing questions, failed payments, refunds
Handle chargebacks, disputes, and difficult customers calmly and professionally
Resolve shipping, tracking, and delivery inquiries
Follow our support scripts, policies, and escalation rules precisely
Keep response times fast and quality high, even under heavy load

Who we're looking for (strict requirements)

Proven CS experience for an ecommerce or DTC brand — not general call-center only. You understand online-store customers.
Experience with subscription/recurring-billing businesses — you understand rebills, cancellations, dunning, and how to handle a frustrated subscriber. This is essential.
Experience in the supplement / health / wellness space strongly preferred — you know how to talk to this customer and stay compliant (no medical claims).
Excellent English — written AND spoken. Our customers are US-based and mostly older, and this role includes phone support, so we need a clear, warm, easy-to-understand speaking voice with a neutral accent — not just strong writing. Tone and clarity on the phone matter as much as on email.
Hands-on with a helpdesk / ticketing tool — Gorgias, Zendesk, Re:amaze, Freshdesk or similar. Gorgias experience is a big plus.
Fast and accurate under volume — you can handle many tickets a day without sloppy replies.
Calm with angry or difficult customers — de-escalation is a core skill.
Reliable, self-managing, and available consistently for full coverage (we run support across extended hours, including weekends — flexibility required).

Bonus (stand out)

Experience with Shopify, chargeback handling, or fraud/dispute management
Experience writing or improving support macros/templates
Comfortable with high-empathy, older US customer demographics

Why this role

We treat CS as core to the business, not an afterthought. Strong agents get stability, growth, and a long-term role on a team that's scaling fast. We start with a paid trial so we both confirm the fit.

How to apply (follow exactly — this is the first filter)

Start your application with the word "RESOLVE" as the very first word. Applications without it are deleted unread.
In 2–3 sentences, describe the most difficult customer situation you've handled and how you resolved it.
Answer this: A customer messages angry that they were charged for a subscription they say they forgot about, and they're threatening a chargeback. How do you respond? (Give us your actual reply to the customer.)
Include a short voice sample. Record 30–60 seconds of you speaking in English — either introducing yourself, or (better) reading this as if to a customer: "Hi, thank you for calling HydroLabs, my name is ___. I completely understand your concern about the charge, and I'm going to help you sort this out right now." Send it as an audio file or link (Loom, Google Drive, WhatsApp voice note, etc.). Applications without a voice sample won't be considered.
Tell us: which helpdesk tools you've used, and whether you've worked with subscription and/or supplement brands (name them if you can).
No AI-written applications. We want to see how you actually write to a customer. AI-written applications are rejected.
State your rate and confirm you can work flexible/extended hours including weekends.

We read every application that follows these steps. If you're an experienced CS pro with great spoken English who thrives under volume, we want to hear from you.

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Customer Support Agent — DTC Supplement Brand (Subscription, High Volume, Phone + Email)

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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