Job Description

Customer Service Representative (E-commerce, Health & Wellness)

Client: Healthycell
Reports to: Customer Service Manager

About Healthycell

Led by award-winning physicians and scientists, Healthycell is the world's leading innovator of nutritional MicroGels(TM) -- a breakthrough in dietary supplements that deliver maximum absorption for real health benefits. Our MICROGEL(TM) supplements replace hard-to-swallow pills with a convenient, great-tasting gel pack designed to deliver nutrients efficiently into the bloodstream and cells. Healthycell is on a mission to change how 500 million people worldwide take their daily supplements to help them feel healthier, perform better, and live longer. Learn more at www.healthycell.com.

Position Overview

We are seeking a Customer Service Representative to join our growing team. This person will be the first point of contact for our customers through Gorgias, our customer support system that syncs with our full tech stack (Shopify, Loop Subscriptions, etc.). The ideal candidate is detail-oriented, empathetic, and tech-savvy, with a passion for delivering exceptional service and maintaining HealthyCell's high 4.8/5 customer satisfaction standards.

Key Responsibilities

Customer Support

Respond promptly to customer inquiries through email, chat, and social media using Gorgias. Resolve order-related issues, including cancellations, modifications, address changes, returns, refunds, and damaged product claims. Handle tracking and delivery questions, ensuring customers receive accurate and timely updates. Provide clear, friendly, and accurate answers to product and ingredient inquiries (training provided). Use approved template responses and FAQs while maintaining a warm, human tone. Manage and log complaints in the internal Complaint Database, noting actions taken and resolutions achieved. Maintain organized records of customer questions, suggestions, and trends to support product and process improvements. Convert cancellation requests into continued subscriptions through empathy and product knowledge (training provided). Escalate unresolved or complex issues to the appropriate team members when needed. Respond to reviews and feedback posted on our website and external platforms.
Systems & Process

Utilize integrated tools across Shopify, Loop Subscriptions, Yotpo, Klaviyo, and Gorgias for order tracking, subscription management, and fulfillment visibility. Follow company SOPs and maintain accurate case documentation for each customer interaction. Identify and communicate recurring issues or opportunities for process improvement. Collaborate with cross-functional teams (Ops, Marketing, Fulfillment) to ensure seamless customer experiences.
Training & Development

Participate in product, tech-stack, and process training to become fully proficient in Healthycell's systems and offerings. Stay current on company updates, promotions, and policies.

Qualifications

2+ years of customer service experience (e-commerce, health, or wellness industry preferred). Excellent written and spoken English; strong grammar and tone awareness. Proven ability to resolve issues calmly and professionally. Strong computer skills and familiarity with customer service platforms. Excellent organizational skills and attention to detail. Ability to work independently and within a remote team environment. Positive, empathetic, and solution-oriented mindset. Experience with Shopify and Gorgias Process improvement mindset - ability to spot inefficiencies and suggest enhancements. Preferred: Background or strong interest in nutrition, health, biology, or medical fields.
Job Type: Part-time

Pay: $22.00 per hour

Expected hours: 30 per week

Benefits:

Dental care Paid time off
Work Location: Remote