🥥customer support agent - job code: 1788219107044

At Coconut 🥥, we connect founders and businesses with top-tier remote talent while prioritizing meaningful, reliable partnerships. We believe success happens when everyone wins. Clients achieve their goals, and our virtual professionals find purpose and growth in their work. 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.

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.

Non-negotiable Requirements:

• Empathetic, proactive, detail-oriented, and customer-focused, with strong communication skills and a commitment to delivering a premium, human, white-glove experience.
• Shopify Experience
• Monday.com Experience

Industry/Tools Experience:

Richpanel, Loop Subscriptions, Okendo, Redo, Shopify, and Monday.com.

We’re all about uplifting lives in Coconut and we make sure we provide benefits that support work-life balance, well-being, and growth. Here’s what you can look forward to as part of the Coconut Community! ✨

• 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.