Customer Support Representative, Email

1 hour, 33 minutes ago
Full-time
Junior
Customer and Technical Support

Hyprwork

Hyprwork says it helps ecommerce businesses rapidly scale using advertorials and funnels. Its LinkedIn description says it is a multi-8-figure direct-to-consumer health e-commerce company focused on health, wellness, and performance products.

Online and Mail Order Retail
51-200
Founded 2020

Description

  • Respond to customer emails promptly and accurately within SLA targets.
  • Handle inquiries about order status, shipping delays, returns, refunds, billing, subscriptions, and product guidance.
  • Process refunds, exchanges, and cancellations in line with the 90-day money-back guarantee policy.
  • De-escalate upset customers through empathetic, professional communication.
  • Document all customer interactions accurately in the helpdesk platform.
  • Escalate complex or sensitive cases to the team lead.
  • Identify recurring customer issues and flag them for process or policy review.
  • Meet daily productivity and quality targets.

Requirements

  • 1+ year of experience in email-based customer support, preferably in ecommerce or DTC.
  • Excellent written English with strong grammar, tone, and empathy.
  • Strong problem-solving skills and ability to work independently.
  • Comfort working in a helpdesk environment such as Richpanel, Zendesk, Gorgias, or a similar tool.
  • Strong attention to detail when processing refunds or account changes.
  • Ability to maintain a professional, empathetic tone with difficult customers.
  • Ability to learn product knowledge quickly.
  • Based in Latin America for a fully remote position.

Benefits

  • Fully remote position based in Latin America.
  • Structured role with clear KPIs and SLAs.
  • Opportunity to work for a high-growth DTC brand with a global team.
  • Culture of accountability and genuine customer care.
  • Growth path into senior support or team lead positions.
  • Flexible time off.
  • Training and development support.
  • Performance bonus and monthly commissions.

Interested in this position?

Apply directly on the company website

Apply Now

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