Customer Support Specialist

Answer the people who have already paid us, across three lanes, and own the refill and refund calls end to end.

Support is not a deflection desk here. We publish a 30-day refill guarantee and a refund policy that is narrower than most of our competitors', and the person answering the ticket is the person who decides which one applies. That only works if you understand the product properly.

Our contact page splits into support, sales and general lanes, and everything lands in one inbox that you help keep filterable. Most tickets are about an order in flight: where it is, why a count moved, or whether a refill is due.

Hours: Full-time, shift-based — we cover support 24/7, so shifts include nights or weekends on rotation.

This role is 100% remote.

What you will do

• Answer support, sales and general enquiries within our published response window, in clear written English.
• Look up orders in the customer dashboard and the fulfilment records, and explain plainly what is happening to an order.
• Apply the 30-day refill guarantee and the refund policy correctly, and escalate the cases that genuinely need a decision.
• Spot the tickets that are really a product bug or a fulfilment fault and write them up so engineering or ops can act.
• Feed recurring questions back into the FAQ and the help copy, so the same ticket does not arrive fifty more times.

What we are looking for

• Fluent, careful written English — most of this job is writing.
• Experience in a customer-facing support role, ideally for a product people have paid for.
• Willing to work a rotating shift that includes some nights or weekends.
• Comfortable saying no clearly and kindly when a request falls outside the policy.
• A reliable internet connection and a quiet place to work.

Nice to have

• You have used Instagram, TikTok or YouTube seriously — as a creator, a marketer, or both.
• Experience with a helpdesk tool and with writing macros that do not read like macros.
• A second language.