Job Description
We are a growing US consumer wellness company seeking a reliable, US-based Customer Support Specialist to manage email and phone-based support for our hardware + mobile app product.
This is a long-term, part-time contractor role with structured daily coverage windows.
Our support volume is light (2-4 tickets per day on average), but we require disciplined response times and consistent coverage.
Responsibilities:
- Respond to customer support tickets via email (Freshdesk platform)
- Troubleshoot device connectivity issues (Bluetooth, app pairing, charging)
- Assist with onboarding friction
- Resolve occasional billing or subscription questions
- Escalate product bugs to internal team
- Maintain a calm, clear, professional tone aligned with a stress-reduction brand
SLA & Coverage Expectations
- Maintain first response time under 6 hours during US business hours
- Check support queue at least twice daily (late morning and late afternoon EST preferred)
- Proactive communication if unavailable during coverage window
- This is about reliability and consistency more than total hours.
Time Commitment
Estimated 5–7 hours per week
Flexible schedule, but structured check-ins required
Long-term preferred (6+ months)
Requirements
- Must be US-based
- Excellent written and spoken English
- Experience supporting consumer tech, hardware, or Shopify/Amazon products
- Comfortable troubleshooting basic technical issues
- Highly reliable and self-directed
- Able to follow structured troubleshooting flows
- Detail-oriented and calm under pressure
Apply Now
Apply Now