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$603,000 spent on Upwork. 10 years in business. Zero interest in short-term gigs.
We're one of the original kratom brands on the internet, and we're hiring a Customer Service Specialist to be the first and last person our customers talk to. This is a career, not a project — we've kept great people for years, and we're hiring someone who wants to be here in year 11.
IMPORTANT: This role supports Kratom products. Please only apply if you're comfortable working in this industry.
What matters most to us? That you CARE. Be prepared to show verifiable positive customer feedback during interviews live, not screenshots.
WHAT YOU'LL DO
Customer Support (the heart of the role)
- Answer and monitor all emails during business hours, plus flagged after-hours messages
- Handle live calls, return calls, and voicemails, 9 AM – 6 PM Central, Monday–Friday
- Respond to negative reviews and reach out to customers to make things right
Order & Shipping Operations (ShipStation)
- Daily ShipStation upkeep Monday–Saturday: before 8 AM and again at 1 PM Central
- Verify and correct invalid addresses; manage order notes and shipping upgrades
- Place hold tags on first-time ACH transactions and large orders
- End-of-day check that all orders are processed and carried into ShipStation
Returns, Refunds & Fraud Prevention
- Process returns, exchanges, replacements, and refunds; keep our shared Google Sheet current
- Manage chargebacks: submit responses and draft dispute letters
Light Weekend Coverage
- ShipStation upkeep, urgent calls, and time-sensitive emails only
Marketing Support
- Create requested discount codes and proofread email previews before they send
SCHEDULE & COMPENSATION
- Hours: 30 hours/week — core availability 9 AM – 6 PM Central, Monday–Friday, plus one Saturday weekend morning run through of all emails, calls, etc.
- Rate: $15/hour, paid weekly through Upwork
- Long-term: we've been in business 10 years and we hire to keep you
YOU'RE A GREAT FIT IF YOU HAVE
- Excellent written and spoken English — you'll be on the phone with US customers daily
- Reliable availability during US Central business hours
- Strong organization and follow-through; you work independently without hand-holding
- Experience with ShipStation, Gorgias, Zendesk, Freshdesk, or similar tools (preferred)
- E-commerce or supplement-industry customer service experience (a plus)
- Verifiable positive customer feedback you can show us live in an interview
HOW TO APPLY
To show us you actually read this post, start your proposal with the word "CARDINAL" and answer these three questions:
1. What time zone are you in, and can you commit to 9 AM – 6 PM Central availability?
2. Describe your experience with ShipStation (or a similar shipping platform).
3. Tell us about one time you turned an angry customer into a happy one.
Proposals that skip the keyword or the questions will not be reviewed.
