Customer Support Representative, Email

Job Description

About Us

Hyprwork is a fast-growing operator of direct-to-consumer brands in health and wellness. Our flagship brand, Rejuvacare, serves over 400,000 customers who trust us with their health and their money. We ship primarily to the United States, offer a 90-day money-back guarantee, and run a RejuvaCare+ membership program that powers recurring revenue. The company has scaled 12x in a single year to nearly 150 people across 15+ countries. We are remote-first, async-first, and hold a high standard of accountability across everything we do.

The Role

The Customer Support Representative for Email is the written voice of Rejuvacare. You will handle inbound customer inquiries via email, resolving issues related to orders, shipping, returns, refunds, subscriptions, and product usage. Every email you send represents the brand's promise to customers who trusted us with their money and their health.

This is not a script-reading role. You need to think critically about each customer's situation, communicate with empathy and clarity, and take ownership of the issue until it is fully resolved. Beyond individual tickets, you will identify recurring problems and flag them to your team lead for upstream resolution. The patterns you surface help the business improve.

What You Will Own

Responding to customer emails promptly and accurately within SLA targets. Handling order status inquiries, shipping delays, returns, refunds, billing questions, subscription management, and product guidance. Processing refunds, exchanges, and cancellations in accordance with the 90-day money-back guarantee policy. De-escalating upset customers through empathetic, professional communication. Documenting all interactions accurately in the helpdesk platform. Escalating complex or sensitive cases to the team lead. Identifying recurring issues and flagging them for process or policy review. Meeting daily productivity and quality targets.

Requirements

What We Are Looking For

1+ year of experience in email-based customer support, preferably in ecommerce or DTC. Excellent written English: grammar, tone, and empathy matter in every message. Strong problem-solving skills and ability to work independently. Comfort working in a helpdesk environment (Richpanel, Zendesk, Gorgias, or equivalent). Attention to detail when processing refunds or account changes. Ability to maintain a professional, empathetic tone with difficult customers. Fast learner who absorbs product knowledge quickly.

Benefits

What We Offer

Fully remote position based in Latin America. Structured role with clear KPIs and SLAs. High-growth DTC brand with a global team. Culture of accountability and genuine customer care. Growth path into senior support or team lead positions.

• Flexible time off
• Work From Home
• Training & Development
• Performance Bonus & monthly commisions.