Customer Support Rep

We are a fast growing DTC women's wellness brand. Our customers aren't just buying a supplement. A lot of them are going through something really personal. Postpartum hair loss, hormonal changes, confidence struggles. How we show up in support genuinely matters to them. A warm, knowledgeable reply can actually change someone's day, and that's the kind of CX team we're building.

What a typical day looks like
- Resolving customer tickets
- Handling order tracking questions and coordinating with our 3PL when needed
- Processing refunds and returns with good judgment (protect the customer, protect the business)
- Answering product questions with empathy because honestly, a lot of our customers are nervous about hair loss
- Spotting recurring issues and flagging them so we can fix the root cause

You're a great fit if you
- Have 2+ years of CX experience in ecommerce or DTC
- Write clear, warm, professional English (we'll test this in the application)
- Make smart refund and return decisions (we need empathy AND business sense)
- Are proactive. You flag problems and suggest solutions, you don't just execute
- Genuinely care about your replies, because our customers are emotionally invested in seeing results

Bonus points if you have
- Experience with Shopify and Richpanel, Gorgias, Zendesk, or Re:amaze
- Background in supplements, beauty, wellness, or women's health
- Experience handling subscriptions (cancellations, skips, swaps)
- Familiarity with 3PL coordination or order tracking troubleshooting

Compensation and hours
- Salary: $750/month base, plus performance bonuses when you hit all KPIs (we'll walk you through exactly what those look like)
- Hours: Full time, 40 hours a week
- Growth path: We track performance with a real KPI and leaderboard system. If you're putting in the work, you'll get recognized for it (and rewarded for it).

How to apply
Please send us three things:
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1. Your updated CV
2. Your OnlineJobs.ph profile link
3. A short Loom video (2 to 3 minutes max) covering:

A quick intro about yourself
- Your CX experience and the brands or platforms you've worked with
- Why you think you'd be a great fit for Bloom & Bond

The Loom is important to us because we want to get a real feel for how you communicate, not just how you write. No need to script it or make it fancy, just be yourself.

Applications missing any of the three items won't be reviewed. We're hiring people who follow instructions and care about details, because that's exactly what our customers need from us.

Looking forward to meeting you