Part-Time E-commerce Customer Experience Specialist

We are a growing health and wellness brand focused on thoughtful, science-backed solutions for common health concerns. Our flagship product, Khelp, helps customers manage heartburn and acid reflux through an alginate-based barrier approach.

We’re seeking a Customer Experience Specialist to handle customer support interactions, ensure customers feel taken care of, and help improve the overall customer experience. This role is primarily focused on written customer support, but will also include light retention, operations, affiliate management, quality, and marketing support.

This is a great fit for someone who is highly experienced in e-commerce customer service, writes extremely well, can communicate complex health concepts clearly, and is comfortable using AI tools to improve efficiency and quality. Because we are a health and wellness brand, this person also needs to be thoughtful and compliance-minded when communicating with customers.

What You’ll Be Doing:

• Handle inbound customer support inquiries related to product questions, order issues, refunds, cancellations, subscriptions, shipping, and general customer concerns
• Clearly and accurately communicate product information, including how Khelp works and usage guidance
• Use approved messaging and good judgment when responding to health-related questions
• Integrate and utilize AI tools to improve customer support quality, efficiency, macros, and processes
• Keep customer service macros, saved replies, SOPs, and internal support processes organized and up to date
• Implement strategies to reduce churn and improve subscriber retention
• Help retain loyal subscribers by proactively addressing common concerns and cancellation reasons
• Identify recurring customer questions or pain points and suggest ways to improve the overall customer experience
• Assist with affiliate outreach and follow-up on a limited basis
• Record and escalate customer product complaints according to internal processes
• Collaborate with operations partners and our 3PL on inventory updates, shipping issues, fulfillment questions, and order exceptions
• Share customer insights that may help improve product education, retention, emails, FAQs, inserts, or website content

Key Performance Indicators:

• Support tickets closed
• First response time
• Resolution time
• Customer satisfaction
• Subscription churn and cancellation save quality
• Quality and accuracy of customer responses
• Accuracy of product complaint documentation
• Macro and SOP maintenance
• Customer experience improvements identified and implemented

What We’re Looking For:

We’re looking for an experienced, detail-oriented customer support professional who is proactive, thoughtful, and comfortable working in a fast-paced e-commerce environment.

This person should be an excellent written communicator and a natural problem solver. They should be able to make customers feel supported while also protecting the brand, following processes, and communicating accurately about a health-related product.