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Posted 4 months ago
Requirements and responsibilities
We are growing our team at Deos! We are a fast-growing Direct-to-Consumer (DTC) brand redefining the personal care space, and we are looking for a rockstar Customer Support Representative to join us for the long haul.
This role is perfect for someone who is "customer obsessed." We aren’t just selling products; we are helping people feel confident in their daily lives. You will be the voice of our brand, helping customers navigate their orders, product questions, and subscriptions.
We are looking for someone who loves talking to people (literally—this is a phone-heavy role!) and can switch seamlessly between English and Spanish. You need to be a problem solver who understands how e-commerce works and can turn a frustrated customer into a loyal fan.
The Details:
• Role Type: Contractor / Freelance
• Hours: 30–40 hours per week (Full-time availability preferred)
• Pay: $5–$7 USD per hour, depending on experience and performance.
• Trial: There will be a 1-month paid trial period to ensure we are a perfect fit for each other.
Responsibilities
As our primary support contact, you will be responsible for ensuring every customer walks away happy.
Your Tasks:
• Phone Support (Priority): Handling incoming inquiries via phone with a professional, caring and clear speaking voice.
• Ticket Management: responding to emails and chats regarding order status, shipping delays, and product inquiries.
• Order Management: Using our backend systems (Shopify) to process refunds, exchanges, and subscription modifications.
• Social Support: Occasional moderation and replies of comments or DMs on social platforms if customers ask for help there.
Expectations:
• Response Time: Answering calls immediately during shift hours and responding to tickets within 24 hours.
• Reporting: You will report directly to the the CS Manager.
• Tools: You will be spending your day in helpdesk software (e.g., Gorgias/Zendesk), Shopify, Gmail, and Slack.
This is NOT a position for:
• People who are shy or uncomfortable speaking on the phone.
• Anyone with a noisy background environment (quiet workspace is a must).
• Someone looking for a "passive" job—DTC is fast-paced and requires active engagement.
For this role, we need someone with:
• Language: Native-level fluency in English AND Spanish (Written and Spoken). You must be able to handle complex issues in both languages.
• Experience: Proven previous experience in Customer Support is required.
• Industry Knowledge: Previous experience working for a DTC (Direct-to-Consumer) brand is highly preferred—almost a must. You should understand how shipping, tracking, and e-commerce returns work.
• Availability: Must be available for 30–40 hours per week on different shifts.
Tools you should be familiar with:
• Shopify (Order lookups, subscriptions, etc.)
• Helpdesk Software (Gorgias, Zendesk, or Re:amaze)
• Slack
• Google Suite (Gmail/Sheets/Docs)
• VoIP software (Aircall, RingCentral, or similar)
What We Offer You
• 100% Remote Work: Work from the comfort of your home (as long as it is quiet!).
• Consistent hours (30-40/week) with a brand that is quickly scaling up.
• Supportive Team: We are a modern brand with a fun culture. We provide the training you need on our specific products so you can succeed.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)