Customer Support Specialist (US DTC Brand, Remote)

Location: Remote (South Africa or Philippines preferred)

Role Type: Full Time

Role: Customer Support Specialist (EST Hours)

Team: Customer Success

Reports to: Head of Customer Success

About SerlinoLab

We're a high-velocity DtC powerhouse that has gone from zero to global momentum in just two years. By leveraging Italian pharmaceutical science for the US and Italian markets, SerlinoLab has stripped away the complexity of men's skincare to build a fast growing brand. We are a young, remote-first team of eComm obsessives moving at breakneck speed, currently on track to hit 30M of revenue in 2026. If you're a builder who thrives on rapid expansion and zero corporate red tape, we're the rocket ship you've been looking for.

Our co-Founder Oscar would love to share more of our story: https://bit.ly/4qepb0L

About the Role

This position is for someone who thrives in customer support, communicates clearly and confidently, and genuinely enjoys helping customers solve problems. The ideal candidate is based in South Africa or the Philippines, has strong experience in e-commerce support (especially Shopify), understands chargebacks, and is comfortable handling US based customers. They are dependable, proactive, calm under pressure, and can switch smoothly between calls, email tickets, and basic product guidance. If you're someone who takes ownership, stays organized, and wants to contribute to a growing brand, this role is an excellent fit.

You will serve as the frontline support for SerlinoLab US customers, handling both phone calls and email tickets with professionalism, clarity, and empathy. Your role ensures customers receive timely assistance with their orders, product questions, and concerns while keeping communication aligned with our brand tone.

Core Responsibilities

• Answer inbound customer calls during EST business hours
• Respond to customer email tickets (order issues, product questions, replacements, etc.)
• Provide guidance and information about skincare products
• Assist with chargebacks and disputes when needed
• Escalate complex or sensitive issues appropriately
• Maintain accurate records and responses in our support systems
• Ensure all customer interactions reflect a caring, solution-driven experience

Who You Are

• You have 2-4 years of eCommerce experience (US market preferred).
• You have experience with Shopify (order management, refunds, fulfillment status checks), and familiarity with chargebacks, disputes, and customer claims.
• Comfortable with phone support and email ticketing

You have the following soft skills & traits:

• Excellent spoken and written English
• Calm, patient, and empathetic communication style
• Strong problem-solving and decision-making skills
• Able to work independently with minimal supervision
• Highly reliable and consistent in attendance
• Organized, detail-oriented, and proactive
• Obsessed with keeping things clean, accurate, and up to date
• Comfortable taking full ownership of a process, person, or outcome - and you don't let things fall through the cracks
• Organized, self-driven and professional in how you manage time, relationships, and execution

Nice To Haves

Tech Stack / Toolset Background:

• Shopify (required)
• Experience with helpdesk & customer ticketing tools
• Notion
• Google Workspace (Docs, Sheets, Gmail)
• Basic call handling tools or VoIP systems

Who This Role Is Not For

This role is not for someone who struggles with English communication, gets easily flustered when talking to customers, or cannot handle real-time phone support professionally. It's not a fit for candidates without e-commerce experience, without Shopify knowledge, or those unfamiliar with chargebacks and dispute workflows. This role is also not for people who require constant supervision, cannot work consistently in EST hours, or have unstable work histories. If someone is uncomfortable multitasking between calls and email tickets, or tends to respond slowly or carelessly, they will not succeed in this position.

Work Eligibility & Location

This role is a remote role and the appointment will be made on an independent contractor basis.

What We Offer

• Competitive compensation
• Fully remote and flexible within the required hours
• Supportive and collaborative team environment
• Opportunity for increased hours and career growth as the company expands
• Exposure to e-commerce operations and customer service best practices

Application Process

• Interview with HOD
• Trial Task
• Interview with Founders

Sound like you Apply here by clicking the Apply button.