Customer Support Associate (Remote)

This is a fully remote position and may require shifting schedules, weekend coverage, and overtime based on business needs.

Who We Are

At Neuro, we empower better minds with innovative, science-backed formulas. Our products are accessible, portable, shareable, and designed to work fast, wherever life takes you.

We're a premium functional wellness brand helping people optimize focus, clarity, energy, and cognitive performance through clean, effective gum and mints.

Neuro has been featured by The Joe Rogan Experience, Fast Company, The New Yorker, and The Daily Beast, and our founders appeared on Shark Tank Season 11.

About the Role

We're looking for an experienced Customer Support Associate who genuinely enjoys helping people and thrives in a fast-paced environment.

This role goes beyond answering tickets - you'll be responsible for delivering an exceptional customer experience across phone, email, live chat, and social media while exercising sound judgment, solving problems independently, and representing the Neuro brand with professionalism and empathy.

The ideal candidate is an excellent communicator who can think critically, prioritize effectively, and take ownership of customer issues from start to finish. We're looking for someone who communicates naturally not someone who relies on scripted responses. Clear writing, sound judgment, and genuine empathy are far more important to us than memorizing processes.

What You'll Do
- Deliver thoughtful, empathetic, and on-brand support across email, live chat, phone, and social media.
- Resolve customer inquiries related to orders, subscriptions, shipping, billing, products, and promotions.
- Prioritize multiple customer requests while maintaining accuracy and response quality.
- Investigate issues independently and determine the best course of action before escalating.
- Take ownership of customer concerns through resolution while keeping customers informed every step of the way.
- Communicate clearly, professionally, and confidently across all support channels.
- Maintain accurate documentation, tagging, and customer records within our CRM.
- Identify recurring customer issues and proactively suggest process improvements.
- Collaborate with Operations, Fulfillment, Marketing, and Ecommerce teams to resolve customer issues.
- Assist during product launches, promotions, and seasonal volume spikes.
- Adapt to changing priorities, workflows, and support channels based on business needs.
- Use AI-powered tools responsibly to improve efficiency while maintaining personalized customer interactions.

What We're Looking For
**Required Qualifications**
- 2+ years of experience in customer support, customer success, or another customer-facing role.
- Excellent written English with strong grammar, spelling, and the ability to communicate naturally and concisely.
- Professional verbal communication skills and confidence speaking with customers by phone.
- Strong critical thinking and problem-solving skills.
- Ability to prioritize competing tasks and remain organized in a fast-paced environment.
- Demonstrated ability to work independently while knowing when to seek guidance.
- Exceptional attention to detail.
- Customer-first mindset with empathy, professionalism, and accountability.
- Comfortable switching between phone, email, live chat, and social media support depending on business needs.
- Reliable internet connection and a distraction-free remote work environment.
- Willingness to work shifting schedules and overtime when required.

**Preferred Qualifications**
Experience using one or more of the following:
- Shopify
- Gorgias
- Zendesk
- Amazon Seller Central
- TikTok Seller Center
- Skio, Recharge, or other subscription platforms
- ShipHero or similar warehouse/order management systems
- AI tools that support customer service workflows

**What Success Looks Like**
You'll be successful in this role if you:
- Deliver accurate, thoughtful, and timely responses across every customer interaction.
- Know how to balance multiple priorities without compromising quality.
- Take ownership of customer issues instead of simply responding to tickets.
- Communicate with confidence, empathy, and professionalism.
- Make sound decisions independently while recognizing when escalation is appropriate.
- Continuously look for opportunities to improve the customer experience and internal processes.
- Represent the Neuro brand with every interaction.

**Why You'll Love Working at Neuro**
- Fully remote work environment.
- Opportunity to grow with one of the fastest-growing functional wellness brands.
- Collaborative, supportive, and high-performing team.
- Work that directly impacts our customers and business growth.
- A culture that values ownership, initiative, and continuous improvement.

**How to Apply**

If you're interested in joining the Neuro team, please email the following to ----------
- A PDF copy of your resume.
- A 1–2 minute video introduction (Loom, Google Drive, or another shareable link) telling us a little about yourself, your customer support experience, and why you're interested in joining Neuro.
- Your response to the customer scenario below.

Customer Scenario

A customer emails the following:

Subject: Subscription Charge

Hi,

I was charged for my Neuro subscription again, but I was sure I canceled it last month. I'm pretty frustrated because I wasn't expecting this charge. Can you please refund me and let me know what happened?

Thanks.

Please draft the email you would send to this customer.

**** We're looking for your natural communication style, problem-solving approach, and ability to deliver a thoughtful customer experience. Please complete this exercise using your own words.


Email Subject Line

Rockstar CS – [Your Full Name]

***Please Note***
Applications will be reviewed on a rolling basis. Due to the high volume of applications, only candidates selected to move forward in the interview process will be contacted.