[Hiring] Customer Support Contractor @Fresh Clinics

Role Description

Fresh Clinics runs a lean, fast-moving operation, and our e-commerce and customer support workflows need a proactive, detail-obsessed owner, not someone who waits to be told what's next. You'll keep our e-commerce store accurate and running smoothly day to day, while acting as the first line of support and triage for customer service requests. This is a hands-on, independent role: you'll be trusted to manage priorities, flag issues before they become problems, and keep multiple stakeholders aligned across time zones.

What you'll do

• E-commerce Store Management
  • Update pricing, promotions, and product information across the e-commerce platform with speed and accuracy.
  • Manage account activations and client access, ensuring clinicians can order professional-grade supplies without delay.
  • Monitor store performance daily, identifying and resolving errors, data issues, or operational hiccups before they impact the customer experience.
  • Execute manual data entry or uploads when systems require hands-on support.
• Customer Service Triage & Support
  • Triage incoming customer service requests from our CS team, routing issues appropriately and ensuring fast resolution.
  • Communicate clearly and proactively with internal stakeholders to keep everyone aligned on priorities and blockers.
  • Provide responsive, solutions-focused support to both internal teams and external clients.
  • Identify inefficiencies in workflows and recommend practical improvements to streamline operations.
  • Support promotional campaigns, discount codes, and product launches with flawless execution.
  • Assist with pricing and margin tasks, including price updates, promotional discounts, and flagging misalignments with agreed pricing strategy.
• Documentation & Collaboration
  • Maintain accurate records of processes, changes, and troubleshooting steps to support knowledge sharing and continuity.
  • Work independently with minimal supervision while staying connected to the team through regular communication (Slack, video calls, etc.).
  • Flag risks, trends, or improvement opportunities to help shape Fresh's operational roadmap.

Qualifications

• 3–5 years of professional experience in e-commerce operations, retail operations, or professional services.
• Hands-on experience with e-commerce platforms (Shopify, WooCommerce, or similar).
• Strong attention to detail—especially when it comes to pricing, data accuracy, and process execution.
• Excellent communication skills: clear, responsive, and comfortable working across teams and time zones.
• Proven ability to troubleshoot and problem-solve independently in real time.
• Comfort with spreadsheets and data management (Excel, Google Sheets, or equivalent).
• A proactive, reliable work style—you communicate your availability, flag issues early, and follow through on commitments.
• Based in Mexico, with availability during Eastern or Central US business hours.

Requirements

• Experience in health-tech, digital health, or wellness industries.
• Background in process optimization or operational project work.
• Familiarity with Slack, HubSpot, Asana, or other collaboration tools used by remote-first teams.

Benefits

• Ground-floor US expansion: you'll help build the operational backbone as we scale, not maintain something already finished.
• Award-winning company: Deloitte Tech Fast 50 finalist three years running. We're not just growing; we're recognized for it.
• Real ownership: your workflows, your fixes, your wins. We trust our people to perform and give them the autonomy to do it.
• A culture that means it: Be Kind. Stay Humble. Work Smart. Hustle Hard. These aren't words on a wall; they're how we actually work.

Company Description

At Fresh, we believe that a diverse team is an innovative team. We are focused on creating an inclusive environment where people from all backgrounds, identities, and experiences feel they belong and can thrive.

We strongly encourage you to apply, even if your past experience doesn’t perfectly align with every qualification listed. Your unique skills and passion could be just what we’re looking for, for this role or another.