Customer Support Representative
TLDR
Build and run a 24/7 multichannel customer support operation (Gorgias) for a wellness brand, handling tickets, chats, orders, and returns.
About Rouge Care
Rouge Care is a fast-growing Canadian wellness brand specializing in red light therapy equipment. We ship to customers across Canada, the United States, Australia, and the United Kingdom. Our team is small, tight-knit, and serious about giving customers an exceptional experience — from their first question to long after their panel arrives.
We’re building out a 24/7 support team and looking for sharp, empathetic people to join us.
Customer Support Representative (1)
Shift 1: 7:00 AM – 3:00 PM PHT
Days off: Saturday & Sunday
What you’ll be doing
- Responding to customer tickets and live chat through our helpdesk (Gorgias)
- Handling order status inquiries, shipping questions, and delivery issues
- Processing return and exchange requests following our standard procedures
- Escalating complex issues to senior team members when needed
- Handing off open tickets at shift end with clear notes for the next agent
- Maintaining accurate records in our helpdesk system
What we’re looking for
- At least 1 year of customer service experience, ideally in e-commerce or retail
- Strong written English — clear, friendly, and professional
- Comfortable working independently without close supervision
- Reliable home office setup: stable internet connection, quiet workspace, headset
- Experience with Gorgias, Zendesk, or a similar helpdesk is a plus
- Experience with Shopify is a plus but not required
- Prior experience in the wellness space is a plus
- Knowledgeable/and or/ able to acquire knowledge quickly about a wellness product such as red light therapy
Customer Support Representative (2)
Shift 2: 11:00 AM – 7:00 PM PHT
Days off: Saturday & Sunday
What you’ll be doing
- Managing the overnight ticket queue — responding to emails and chats that come in during low-volume hours
- Clearing the backlog so the Eastern team starts each morning with a clean inbox
- Handling order status inquiries, shipping questions, and delivery issues
- Processing return and exchange requests following our standard procedures
- Escalating urgent issues (lost shipments, damaged goods) with clear documentation
- Preparing a brief handoff summary for the morning Eastern shift each day
What we’re looking for
- At least 1 year of customer service experience, ideally in e-commerce or retail
- Strong written English — clear, accurate, and efficient
- Comfortable working in a low-supervision environment and managing your own queue
- Reliable home office setup: stable internet, quiet workspace, headset
- Detail-oriented — you’ll be the last person touching tickets before the daytime team picks up
- Experience with Gorgias, Zendesk, or similar helpdesk is a plus
- Prior experience in the wellness space is a plus
- Knowledgeable/and or/ able to acquire knowledge quickly about a wellness product such as red light therapy
Customer Support Representative (3)
Shift 3: Mixed — two weekday shifts and two weekend shifts
Days off: Monday, Thursday, and Sunday
What you’ll be doing
- Owning weekend support — you’re the primary CSR on duty for Rouge Care customers on Saturdays and Sundays (ET)
- Handling the full range of customer inquiries: order status, shipping, returns, product questions
- Managing live chat and email tickets during high-activity weekend hours
- Covering two weekday morning shifts to support the Eastern team during peak hours
- Escalating complex issues with thorough documentation so nothing falls through the cracks
What we’re looking for
- At least 1–2 years of customer service experience in e-commerce, retail, or a high-volume support environment
- Excellent written English — fast, clear, and warm
- Comfortable with longer shifts (two 12-hour weekend shifts per week — see schedule)
- Reliable and self-directed: on weekends you’re running the show, so we need someone who takes ownership
- Reliable home office setup: stable internet, quiet workspace, headset
- Experience with Gorgias, Zendesk, or similar helpdesk is a plus
- Prior experience in the wellness space is a plus
- Knowledgeable/and or/ able to acquire knowledge quickly about a wellness product such as red light therapy
Schedule for Shift 3:
Tuesday: 7:00 PM – 3:00 AM PHT
Wednesday: 7:00 PM – 3:00 AM PHT
Friday: 7:00 AM – 7:00 PM PHT
Saturday: 7:00 AM – 7:00 PM PHT
Benefits
Remote-Friendly
Fully remote role
Rouge Care specializes in premium red light therapy products, focusing on clinically inspired wellness devices and innovative health technology. Our target market spans health-conscious consumers in Canada, the US, Australia, and the UK, all seeking effective solutions for their wellness journeys. What sets us apart is our dedication to exceptional customer experience, reinforced by a knowledgeable support team committed to empowering our clients.