Experienced Customer Support Representative (Ecommerce / Pet Wellness Subscription)

TYPE OF WORK: Part-time to start, transitioning to full-time
HOURS PER WEEK: 36 (part-time), increasing once transitioned to full-time

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 email s 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?"