CUSTOMER SUPPORT AGENT FOR SHOPIFY BRAND

Apex Follix is looking for a part-time Customer Support Agent to join our team!
As our Customer Support Agent, you will be responsible for handling every customer interaction that our automations can’t solve, resolving tickets from start to finish, and making sure every customer has a world-class experience. You will turn frustrated customers into brand advocates by providing fast, empathetic, and effective solutions.
We are looking to hire someone with experience in e-commerce customer support. The ideal candidate has prior experience with DTC brands, knows how to handle disputes and difficult cases, and can think for themselves. You see a problem, you solve it, and you tell us how to stop it from happening again.
Who are we?
At Apex Follix, we are transforming the lives of people dealing with hair thinning and hair loss. We sell a hair growth and scalp-health system built around a micro-infusion serum treatment, along with complementary products. We serve thousands of customers, mainly in Mexico, with a core team of just 2 people. We’ve automated most of our operations with AI workflows, which lets a very small team do the work of a much bigger one. We are looking to continue our growth by finding a great customer support agent to play a pivotal role in scaling!
What is our culture like & who is a good fit?
Culture-fit is our #1 factor when hiring! We have a genuine will-to-win. No work is beneath us if it moves us towards our goals. We utilize creativity to do more with less, and quickly. We use data to make decisions and live by the following four core values: work smart, overdeliver, speed is king, and better every day. We love learning. Every problem is an opportunity to grow, and if you have ideas to simplify how we work, we want to hear them.
If you want a job where you wait for instructions, this isn’t it.
If you want to challenge yourself and shape a fast-growing company, work directly with the founder, and grow with a brand on its way to $20M+ a year... If you want to work with a small group of smart, hardworking people, in an environment without politics or micromanagement, where your ideas actually get implemented, then you’ve come to the right place.
If you wish to apply, mention the word “PELO” in your application message.
Key Objectives
Resolve every ticket that reaches you during your check-ins (morning, afternoon, and night) while maintaining a friendly, helpful tone.
Apply problem-solving principles to resolve shipping, product, and order issues autonomously.
Operate with a high degree of autonomy, without needing hand-holding.
Communicate with our supplier to make sure orders ship on time and logistics run without delays.
Identify where our AI automations fall short and give clear direction on how to improve them. Implementing those improvements yourself is highly valued.
Bring ideas that simplify our processes.
Requirements
Fully remote.
Fluent in English (written). All internal communication is in English.
Proven experience in Customer Support for e-commerce brands, ideally DTC.
Experience with Shopify.
Experience handling disputes and chargebacks.
Available for three short check-ins per day (morning, afternoon, and night), including weekends when needed.
Spanish is not required but is highly appreciated, since most of our customers speak it. Translation tools are fine if your replies sound natural.
Experience with AI tools, especially Claude / Claude Code, is a plus.
Excellent cultural fit as per our values above.
KPI’S you will own
Zero open tickets at the end of each check-in.
Accountabilities
Resolve customer tickets from start to finish.
Process refunds, replacements, and order cancellations according to company policy.
Handle payment disputes and chargebacks, gathering the right evidence and responding on time.
Follow up with our supplier on shipments and flag any delays before customers notice them.
Proactively identify and report “fire” situations (e.g., website bugs, mass shipping delays).
This Role Is Not For You If
You need step-by-step instructions to get things done. This is a high-autonomy role where you’re trusted to make decisions.
You are a perfectionist who spends 20 minutes drafting a single reply. Efficiency, templates, and quick personalization are key.
You struggle with fast-paced changes. Our policies, products, and automations can change overnight, and you must be able to adapt without frustration.
You solve the same problem twice instead of suggesting how to fix it for good.
How Our Hiring Works & How We Operate
To apply, please submit a video introduction along with your CV.
If you’re a strong match, we’ll invite you to a single interview covering both technical ability (via mock tickets) and culture fit.
We move quickly and aim to hire the right candidate within 5–7 days. We pride ourselves on timely responses. We won’t leave you hanging.
Salary Expectation
USD $7 – $9.50 per hour (approx. 1 hour per day, split across 3 check-ins), based on experience and expertise.