Remote D2C Customer Support Specialist (Meal Kits)

Somewhere; South Africa; Remote; ZAR 695,000 - 1,191,000; Full time

Job summary

Somewhere is seeking a Customer Service Representative to join a 10-person team. You will be the frontline contact for existing and new customers, handling inquiries and resolving order issues. Most work is via email/SMS in Zendesk, with some phone support to de-escalate complex cases.

Key qualifications include at least 2 years in D2C or subscription care, experience with Zendesk or similar tools, and strong English communication. A quiet home office and reliable internet are expected.

Qualifications

• Minimum 2+ years in D2C or subscription care.
• Experience with Zendesk or similar platforms.
• Proficient in Google Workspace.
• Ability to navigate internal ERPs/databases for tickets and credits.
• Excellent written and spoken English suitable for Canadian retail consumers.

Responsibilities

• Frontline customer support (80% digital / 20% voice) via email, text, and Zendesk.
• Assist potential customers with meal plans, delivery areas, and sign-ups.
• Investigate and resolve order issues such as late deliveries or missing items.
• Process credits/refunds in the ERP system according to policy.
• Handle brief phone escalations to de-escalate sensitive situations.

Skills

Empathetic communication

English proficiency

Tools

Zendesk

Gorgias

Freshdesk

Google Workspace

Job description

Somewhere is seeking a Customer Service Representative to join a 10-person team. You will be the frontline contact for existing and new customers, handling inquiries and resolving order issues. Most work is via email/SMS in Zendesk, with some phone support to de-escalate complex cases.

Key qualifications include at least 2 years in D2C or subscription care, experience with Zendesk or similar tools, and strong English communication. A quiet home office and reliable internet are expected.