Customer support specialist

ABOUT CLIENT

A dynamic wellness tech venture offering innovative tools to support proactive health management. Its primary product is a smart scale equipped with cutting-edge BIA technology, delivering precise data on key body metrics such as fat percentage, lean mass, and hydration. By merging advanced engineering with a seamless digital experience, it empowers users to make informed decisions about their health.

PROJECT STAGE

live.

REQUIREMENTS

• Native or fully fluent English proficiency (written communication is your entire job)
• Ability to write with clarity, warmth, and precision under time pressure
• Demonstrated ability to resolve billing and account issues independently
• Strong judgment and pattern recognition for triaging edge cases
• Comfort working with sensitive personal and health-adjacent information
• Reliable internet connection and dedicated workspace.

Nice to have

• 2+ years in customer service, particularly in subscription billing, e-commerce logistics, or health-adjacent industries
• Experience with HIPAA-compliant environments
• Familiarity with support platforms (Zendesk, Intercom, or similar)
• Track record of high CSAT in written support channels.

RESPONSIBILITIES

• Billing inquiries (charges, refunds, failed payments, subscription timing)
• Shipping issues (tracking, delays, missing packages, address changes)
• Account management (login issues, password resets, profile updates, subscription changes)
• Charge explanations (why this amount, why this date, what happens next)
• Hardware support (Body Pod and Hume Band setup, connectivity, syncing, measurement troubleshooting)