[Hiring] Customer Support Agent @Coconut

Role Description

We're currently looking for top talent to fill the role below:

• Role: Customer Support Agent
• Monthly Rate: $650-1100
• Availability: Part-time 20 hours/week
• Time Zone: Evening Pacific time

To streamline your application, please carefully review and complete ALL THREE items below before proceeding to the application form.

What to Prepare:

• English Proficiency Rating – You will need to enter your CEFR English proficiency level in the application form. If you’re unsure of your rating, you can take a quick assessment here: EF SET Quick Check.
• Coconut VA Profile (Resume) – Before submitting your application, please create your Coconut VA profile using this template: Coconut VA Profile Template. ⚠️⚠️⚠️ YOUR RESUME MUST FOLLOW THIS FORMAT AND SHOULD BE IN ENGLISH. This is a test of how keen you are with details and how well you follow instructions. ⚠️⚠️⚠️
• 1-Minute Introduction Video – Record a short introduction video (preferably using Loom) and provide the link in your application. Before you do, check out these video tips and sample videos. Important: By submitting your video, you grant Coconut permission to share it on our platforms to help increase your chances of being matched with a client. Videos with broken or dummy links will result in disqualification.

Qualifications

• Empathetic, proactive, detail-oriented, and customer-focused.
• Strong communication skills.
• Commitment to delivering a premium, human, white-glove experience.

Requirements

• Shopify Experience
• Monday.com Experience

Experience Needed/Responsibilities

• Manage customer email communication and day-to-day support requests.
• Navigate customer accounts, edit orders, and manage relevant fulfillment or subscription actions.
• Take over chat conversations after the AI initiates them and handle more complex cases.
• Support phone conversations with customers as phone support is introduced.
• Provide a personalized, white-glove purchase and support experience.
• Build custom carts, apply discounts, and walk customers through purchases rather than simply issuing discount codes.
• Read each customer situation closely and respond with tailored recommendations, swaps, resolutions, and follow-through.

Good to have

• Esthetics, cosmetology, or technical skincare background.
• Experience in premium customer service, e-commerce support, and order management.
• Ability to explain products and guide customers toward suitable purchases or swaps.

Industry/Tools Experience

• Richpanel
• Loop Subscriptions
• Okendo
• Redo
• Shopify
• Monday.com

Benefits

• ✅ Competitive Salary – We recognize your skills and experience with a great compensation package.
• ✅ 13th Month Pay – Enjoy an extra month’s salary—because who doesn’t love a little bonus?
• ✅ Paid Time Off – Recharge with 12 days of PTO to use however you like—vacation, self-care, or just a break from it all!
• ✅ US Holidays Off – Enjoy 12 paid US holidays throughout the year.
• ✅ Maternity & Paternity Leave – We support growing families with dedicated leave for new parents.
• ✅ Comprehensive Healthcare – We’ve got you and your family covered with quality healthcare benefits.
• ✅ Life Insurance* – Our full-time HMO plan includes life insurance for extra peace of mind.
• ✅ Mental Health Support – Prioritize your well-being with access to mental health consultations and wellness resources.
• ✅ Milestone Gifts & Birthday Treats – We celebrate your achievements and make your special day even better!
• ✅ Exciting Team Experiences – Think island getaways, virtual town halls, and regional meetups—because work should be fun, too!
• ✅ Stay Connected – Be part of a supportive network where you can learn, grow, and connect with amazing people.

Some benefits may vary. Full details will be provided during the onboarding process.