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Posted 3 days ago
Requirements and responsibilities
Deos is a fast-growing Direct-to-Consumer (DTC) personal care brand. We are looking for an experienced, high-level Customer Support Representative to join our team for the long haul.
This is a fast-paced role for someone who is genuinely outgoing, loves interacting with people, and takes pride in delivering an exceptional client experience. We do not do robotic, copy-paste interactions—we want independent problem-solvers who bring warmth, empathy, and emotional intelligence to every single chat, email, and ticket.
The Details
Role Type: Contractor / Freelance
Hours: 30–40 hours per week (Full-time availability preferred)
Pay: $5–$10 USD per hour (Depending on experience and skill level)
Trial: 1-month paid trial period to ensure a perfect fit
Key Responsibilities
• Ticket & Order Management: Managing customer inquiries via email and chat, efficiently handling order status requests, shipping delays, and product questions.
• Order Operations: Utilizing backend platforms including Shopify and TikTok Shop to process refunds, exchanges, and subscription modifications.
• De-escalation: Turning frustrated or anxious customers into loyal, happy fans by handling complex, emotionally charged situations seamlessly.
Core Requirements (Must Haves)
• Experience: Proven, solid experience in Customer Support is strictly required. This is not an entry-level position.
• E-commerce/DTC Expertise: You must have previous experience working with a DTC brand. You should already thoroughly understand how e-commerce shipping, tracking, and returns work without needing to be taught.
• Language Requirements: Fluent English (written and spoken) is a must. Full fluency in Spanish is also required, as you will actively handle communications in both languages.
• Independence: Highly proactive and self-motivated. You do not need to be micromanaged; high-level communication, deep empathy, and customer satisfaction should be second nature to you.
• Workspace: A quiet workspace with a reliable, fast internet connection.
Tools We Use / You Must Know
Shopify, TikTok Shop, Loop (Order lookups, editing orders, subscriptions)
Commslayer (or similar helpdesk software)
Slack & Google Suite
P.S. We value authenticity and fast, independent thinking. Please note that our interview process includes a live, on-the-spot customer scenario test during the video call. You will be asked to resolve a real-world customer issue in real-time, without relying on ChatGPT, AI, or pre-made scripts. If you are ready to show us your genuine support skills, we look forward to your application!
Optionally, you can add more information later (benefits, pre-screening questions, etc.)