Note: The job is a remote job and is open to candidates in USA. Living.Fit is a curated home gym equipment and supplement marketplace based in Austin/Dallas, TX, founded in 2018. They are seeking a dedicated Customer Service Representative to manage customer interactions and improve the overall customer experience while also supporting Shopify store operations.
Responsibilities
- Own first-line customer support across email, chat, and phone — order status, shipping issues, product questions, returns/exchanges
- Coordinate with our fulfillment vendors to resolve delivery and damage issues on flooring and equipment orders
- Support supplement customers with subscription questions (Recharge), product/dosage questions, and MAP-compliant messaging
- Use Shopify (Advanced plan) daily: look up orders, process refunds/exchanges, adjust line items, and flag inventory or fulfillment mismatches
- Identify recurring customer pain points (product defects, shipping delays, confusing PDP content, etc.) and bring them to leadership with a clear recommendation, not just a report
- Assist with ad hoc Shopify tasks as bandwidth allows — collection cleanup, review moderation (Judge.me), basic catalog QA
- Troubleshoot basic customer-facing issues with on-site apps like wishlist tools and delivery estimate widgets
- Help build and document our customer service playbook (macros, SOPs, escalation paths) as we scale
- As the team grows, help shape hiring criteria, training, and structure for future CS hires
Skills
- 2+ years in a customer service or customer experience role, ideally at an early-stage or fast-growing company (not a large call center environment)
- Experience with Claude to help build CS processes for efficiency as we grow
- Hands-on experience with Shopify (order management, basic admin navigation required; app/theme familiarity a plus)
- Experience working with Recharge or a similar subscription management platform
- Experience working within a broader e-commerce app ecosystem — email/SMS marketing platforms (e.g. Klaviyo), review/UGC tools (e.g. Judge.me), wishlist apps, delivery/shipping estimate widgets, or SEO/schema apps
- Comfortable working independently and making judgment calls without a thick rulebook — we move fast and expect you to as well
- Track record of not just handling tickets but noticing patterns and pushing recommendations upstream
- Strong written communication — clear, concise, on-brand
- U.S.-based, able to work U.S. business hours
- Experience in health, fitness, or wellness e-commerce
- Familiarity with rubber flooring, home gym equipment, or supplement products
- Prior experience helping build or scale a support team from the ground up
Benefits
- Direct access to leadership — your input shapes real decisions, fast
- Ground-floor opportunity to help define what customer experience looks like as we scale toward our next growth milestone
- Remote, flexible, no corporate bureaucracy
Company Overview