Customer Support Agent (Remote) — E-commerce / Subscription Brand

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TYPE OF WORK

Full Time

SALARY

3

HOURS PER WEEK

20

DATE UPDATED

Aug 14, 2026

JOB OVERVIEW

About the role

We're a health & wellness e-commerce brand selling supplements to customers in the US and Spain. We use an AI assistant to handle most incoming messages, but we need a reliable human to check the queue every day, handle the cases the AI escalates, and make sure no customer is ever left waiting.

This is a real, ongoing role for someone dependable. Your job is simple but important: keep our customers happy and our support queue clean.

What you'll do
Log into our support tool (CommSlayer) every day and work through the queue, oldest first
Handle escalated cases: refunds, cancellations, "where is my order" questions, and upset customers
Follow our playbook (we'll give you a clear step-by-step guide — you won't have to guess)
Process refunds and cancellations in Shopify and our subscription tool (we'll train you)
Reply to customers warmly and professionally in English and/or Spanish
Flag the small number of sensitive cases (legal threats, bank disputes, serious health issues) to the owner
Keep a simple daily log of what you handled
What we're looking for
Fluent written English AND Spanish — this is essential, most of our customers write in one or the other, and replies must sound natural, not machine-translated
Reliable and consistent — you show up every day and clear the queue
Calm and empathetic with frustrated customers — you can de-escalate, not argue
Comfortable learning simple web tools (Shopify, a support inbox, a subscription dashboard)
Good attention to detail — you read what the customer actually said before replying
Previous customer support or virtual assistant experience is a plus, but attitude and reliability matter more
Why this role is good
Clear playbook — you're never left guessing what to do
The AI handles the easy volume, so you focus on the cases that actually need a human
Ongoing, stable work for the right person
Straightforward daily routine once you're trained
To apply

Please reply with:

A short note (3-4 sentences) on your customer support experience
Confirm you are fluent in both written English and Spanish
Your available hours per week and your time zone
Answer this so we know you read the post: A customer writes "I never authorised this charge and I'm calling my bank." In one or two sentences, how would you respond?

We read every application that answers question 4. Applications that skip it won't be considered.

We're looking to hire quickly, so please apply soon. Thank you!

SKILL REQUIREMENT
Customer Support
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