Customer Service Representative (Email)

Rosabella; South Africa; Remote; ZAR 180,000 - 240,000; Full time

Job summary

Rosabella is seeking a Customer Service Representative (Email) to be the written voice for order issues, product questions, billing and refunds. You’ll handle inbound emails, resolve inquiries clearly and maintain the brand voice across communications.

This fully remote role sits within a growing US-focused Customer Service team and uses a ticket queue and SOPs. You’ll work an assigned shift with rest days set by coverage needs, participate in coaching sessions with camera on, and help keep

Qualifications

• Experience in email or ticket-based support.
• Strong written English with professional tone.
• Reliable internet connection and backup device.

Responsibilities

• Handle inbound customer emails on order, product, billing and refunds.
• Manage assigned ticket queue and prioritize by urgency.
• Escalate complex issues with clear context to leadership.
• Personalize responses using macros and SOPs to read as helpful.
• Meet CSAT, first response time, and resolution targets for email channel.
• Participate in coaching sessions and team meetings with camera on.
• Maintain accurate case notes in Richpanel for every interaction.
• Flag recurring issues to leadership for root-cause addressing.

Skills

Email support

Customer service

Written English

Remote work

Ticketing

Tools

Richpanel

Job description

At Rosabella, we're on a mission to help women feel their best through every chapter of their wellness journey, inspired by a personal founding story and built on thoughtfully formulated, high-quality supplements. In just over two years we've gone from zero to nine figures, grown to a fully remote team of 150+, and we're not slowing down: our goal is to become one of the biggest supplement brands in the US.

We're a high-performance, high-pace, asynchronous, remote-first team. We're deep in the details, digitally native, and obsessed with doing our best work. You'll learn fast, move fast, and have real room to grow in this seat. We believe almost every problem is a people problem, so we hold a high bar for the standards, quality, and judgment of everyone we bring on, and we're looking for people who want to meet that bar and raise it further.

Position Summary

The Customer Service Representative (Email) is the written voice our customers hear when they reach out with order issues, product questions, billing and refund requests, and everything in between. This role handles inbound customer emails, resolving issues clearly and accurately while keeping our brand voice consistent.

This role is part of a broader Customer Service org that also includes Live Call and Social Media support. You'll be joining a team that's actively scaling, working within an established ticket queue and set of processes.

You will work an assigned shift, with rest days scheduled around operational coverage needs rather than a fixed weekly pattern.

Key Responsibilities

• Email Support: Handle inbound customer emails, resolving order, product, billing, refund, and shipping questions accurately and in a timely manner.
• Ticket Queue Management: Manage your assigned ticket queue, prioritizing by urgency and staying within response time targets.
• Issue Resolution & Escalation: Resolve issues within your scope and elevate complex or sensitive cases to leadership promptly and with clear context.
• Standards & Brand Voice: Use macros and SOPs as a starting point, personalizing responses so they read as genuinely helpful rather than templated.
• Performance Targets: Meet CSAT, first response time, and resolution time targets for the email channel.
• Coaching & Development: Participate in coaching sessions and team meetings with camera on, and apply feedback to improve response quality over time.
• Documentation: Maintain accurate, complete case notes and records in Richpanel for every interaction.
• Pattern Reporting: Flag recurring issues, complaints, or trends to leadership so they can be addressed at the root cause.

Qualifications

Required:

• Prior customer service experience, ideally email or ticket-based support.
• Strong written English with clear, professional, and warm tone.
• A reliable backup device and internet connection, in addition to your primary setup.
• A working camera for coaching sessions and team meetings.
• Comfortable managing a ticket queue and prioritizing a high volume of emails.
• Ability to work an assigned shift, with rest days assigned based on coverage needs.

Preferred:

• Experience in DTC, e-commerce, or subscription customer service.
• Prior experience with Richpanel or a comparable helpdesk platform.

Who This Role Is Not For

• This is not for people looking for phone-only work. This role is fully written, ticket-based support.
• This is not for people who are uncomfortable writing at volume or who need heavy oversight on every response.
• This is not for people who struggle to hit response time and resolution targets consistently.
• This is not for people without a reliable backup device or internet connection. Queue coverage can't go down.
• Fully remote position, working an assigned shift.
• Part of a large, established, international Customer Service team.
• Direct coaching and feedback culture, with camera-on coaching sessions.
• Performance and outcomes are prioritized over hours worked or process.

What We Value

• Output-Focused: We prioritize and reward results.
• Accountability: Team members own their decisions, mistakes, and outcomes.
• Thirst for Knowledge: We learn continuously from data, customers, and each other.