Customer Support Representative, Email
H
HyprworkHealth and wellness
Fully remote position based in Latin America. Workable locations: Guatemala, Guatemala. Nicaragua. El Salvador. Monterrey, Mexico. Honduras. JamaicaFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Excellent written English
- Experience
- 1+ year of experience
- Required Skills
- Problem SolvingCustomer serviceAttention to detailEmpathyZendesk
Requirements
- 1+ year of experience in email-based customer support
- Experience in ecommerce or DTC (preferred)
- Excellent written English: grammar, tone, and empathy
- Strong problem-solving skills
- Ability to work independently
- Comfort working in a helpdesk environment (Richpanel, Zendesk, Gorgias, or equivalent)
- Attention to detail when processing refunds or account changes
- Ability to maintain a professional, empathetic tone with difficult customers
- Fast learner who absorbs product knowledge quickly
Responsibilities
- Respond to customer emails promptly and accurately within SLA targets.
- Handle order status inquiries, shipping delays, returns, refunds, billing questions, subscription management, and product guidance.
- Process refunds, exchanges, and cancellations in accordance with the 90-day money-back guarantee policy.
- De-escalate upset customers through empathetic, professional communication.
- Document all interactions accurately in the helpdesk platform.
- Escalate complex or sensitive cases to the team lead.
- Identify recurring issues and flag them for process or policy review.
- Meet daily productivity and quality targets.
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