About this role
OPEN GLOBALLY
FULL TIME
REMOTE
Schedule - BST (British Summer Time)
Position: Customer Service Representative
Type of contract: Independent contractor
Role Overview:
We’re looking for a calm, capable, and proactive individual to support the customer service function across our brands in health, beauty, wellness, and travel. This role focuses solely on the customer support side of our wider e-commerce operations.
While you’ll have access to a wide range of internal resources and written information to guide your responses, the nature of our customer interactions requires someone who can bring strong judgement, empathy, and initiative to the table.
Key Responsibilities:
Respond to customer queries via email, live chat, and contact forms with clear, brand-aligned communication. Maintain a calm, empathetic tone when handling sensitive or complex issues. Use good judgment to follow SOPs, flag unusual patterns, and escalate when necessary. Troubleshoot and resolve issues efficiently, using initiative beyond scripts. Manage daily workload independently—handling 20–80 tickets/day depending on volume. Adapt responses to suit different brand tones.
Requirements
Tools & Platforms: Familiarity with Gorgias, Shopify, and Excel/Google Sheets Experience with AI/chat platforms (ChatGPT onboarding in progress) Recharge experience is a plus (training can be provided).
Skills & Traits: Excellent written communication Calm under pressure and emotionally intelligent Strong problem-solving and critical thinking Organized, self-sufficient, and able to prioritize Brand-sensitive with a customer-first mindset