Customer Support Specialist — E-commerce Shopify - Supplement Brand

*We plan to hire part time first then eventually transition you to full time.

If you are interested please apply here:
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Customer Support Specialist — E-commerce
We are hiring a Customer Support Specialist for our e-commerce supplement brand, ---------- .

DoctorsHabit is a health and wellness brand created for people who are aging and looking for products designed around specific health and wellness needs.

Please take a look at our product here:

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We’re looking for someone who is reliable, resourceful, empathetic and highly organised to manage our day-to-day customer support while also helping us build a more efficient and scalable support system.

This is not just a role where you copy and paste answers.

We want someone who can solve customer problems, communicate clearly, identify recurring issues and continuously improve our customer support processes.

EXPERIENCE
You will be strongly prioritised if you have previous experience with:

E-commerce / DTC brands
Gorgias
Zendesk
Intercom
Tidio
Shopify

Email customer support
Live chat support
Handling high-volume customer support
Returns, refunds and exchanges
Order tracking and shipping enquiries
Product questions
Customer complaints
Customer retention and cancellation requests
Experience working with supplement, health, wellness, beauty or other DTC brands is a major plus.

SUPPORT SYSTEMS & AUTOMATION
We want someone who can help us make customer support faster, more efficient and more scalable.

Experience with the following is highly preferred:

Creating and managing macros / canned responses
Creating and maintaining message templates
Setting up automated replies
Creating ticket automation and workflows
Customer tagging and ticket categorisation
Creating routing rules
Identifying repetitive questions that can be automated
Improving existing macros and templates based on customer interactions
Building FAQs and knowledge bases
Creating self-service resources for customers
Using AI and automation tools to improve customer support efficiency
Knowing when a customer issue should be handled by automation vs. a human
Improving support workflows inside Gorgias, Zendesk, Intercom or Tidio
Bonus: Experience helping an e-commerce brand reduce support volume through better automation, macros, FAQs and self-service systems.

WHAT YOU’LL BE DOING Customer Support
Respond to customer enquiries through email , live chat and our support platforms
Answer questions about our products
Help customers with product-related questions
Handle order status, shipping and delivery enquiries
Process returns, refunds and exchanges
Handle cancellations
Resolve customer complaints professionally
Help customers have a positive experience with our brand
Escalate technical, payment or product issues when necessary
Support Operations
Create and maintain macros, canned responses and message templates
Improve our existing customer support workflows
Set up and maintain automations
Categorise and tag tickets correctly
Identify repetitive customer questions and recommend ways to automate them
Help build and maintain our FAQs and knowledge base
Create SOPs for common customer support situations
Identify gaps in our current support processes
Work with the team to continuously improve our customer support system
Customer Insights
Customer support is also an important source of information about our customers.

You will be expected to:

Identify recurring customer questions and complaints
Spot common objections customers have before purchasing
Identify product or website issues customers are experiencing
Share useful customer feedback with the marketing and product teams
Help us understand why customers cancel or request refunds
Identify opportunities to improve our products, website, FAQs and messaging
WHAT WE VALUE
We’re looking for someone who:

Is extremely reliable and responsible
Has excellent written English
Communicates clearly and professionally
Is empathetic and genuinely wants to help customers
Can remain calm when dealing with unhappy customers
Is resourceful and knows how to find answers independently
Can work without constant supervision
Pays close attention to detail
Responds quickly and efficiently
Can follow SOPs while also using good judgement
Thinks about how to improve the system, rather than simply completing tasks
Is comfortable learning new software and tools
Understands that great customer support is about solving problems, not just answering tickets
YOUR APPLICATION WILL BE FAVOURED IF:
You have worked with e-commerce / DTC brands
You have experience with Gorgias, Zendesk, Intercom or Tidio
You have Shopify experience
You have created macros, canned responses or message templates before
You have experience setting up customer support automations
You have built or improved support SOPs
You have worked with AI customer support tools
You have supported a supplement, health, wellness or beauty brand
You have handled a high volume of customer tickets
You have experience handling refunds, returns, cancellations and order issues
You have strong written English
You are comfortable working independently
You have experience working remotely with an international team
PERFORMANCE & KPIs
This is a performance-based role.

We will track KPIs including:

Response time
Resolution time
Customer satisfaction
Ticket quality
Accuracy of responses
Number of tickets resolved
Ability to resolve issues independently
Customer retention / save rate
Refund and cancellation handling
Effectiveness of macros and automations
Overall efficiency of the customer support operation
We care about both the quality of customer support and how efficiently you can operate.

COMPENSATION
We will provide:

Base salary
Performance bonuses based on agreed KPIs and targets
Opportunities for increased compensation as the brand grows
PLEASE DO NOT APPLY IF:
You are looking for a part-time role
You cannot commit to this as a full-time position
You have never worked with an e-commerce brand before
You do not have strong written English
You need to be constantly managed or given instructions for every task
You are not comfortable dealing with unhappy or demanding customers
You are not comfortable working with customer support software
You are not interested in improving systems and processes
INTERVIEW PROCESS Round 1 — Initial Interview
We’ll discuss your previous experience, skills and fit for the role.

Round 2 — Skills-Based Assessment
You’ll complete a practical customer support assessment involving realistic customer scenarios.

This may include:

Responding to customer tickets
Handling an unhappy customer
Processing a refund or cancellation scenario
Answering a product question
Creating a customer support macro
Identifying an opportunity for automation
Improving an existing customer response
Round 3 — Final Interview
Final discussion about the role, expectations, KPIs and working relationship.

WHO WE’RE LOOKING FOR
We’re looking for someone who can eventually become a key part of our customer support operation.

If you are someone who can answer customers, solve problems, build better macros and workflows, identify opportunities for automation and continuously improve the support experience, we want to hear from you.