Customer Support Specialist

2 weeks ago

Work from Home, Philippines EMAPTA Full time

A SNAPSHOT OF THE ROLE

Job Summary

We are looking for a Customer Support Specialist to provide exceptional service to customers using our wellness and DNA-based products. In this role, you will assist customers with product inquiries, order tracking, kit registration, troubleshooting, and general account support—all while maintaining a professional and friendly tone.

You will help ensure that each customer receives timely, accurate, and empathetic support throughout their entire experience. Candidates should have excellent English communication skills and a strong background in customer service or technical support. Experience in wellness, health tech, or e-commerce is an advantage but not required.

If you're passionate about helping people and are eager to grow in a fast-paced, customer-focused environment, we'd love to hear from you

Key Responsibilities

  • Provide timely and friendly support via email, chat, and occasional phone calls
  • Assist customers with product inquiries, order updates, kit registration, and troubleshooting
  • Guide users through accessing their reports and navigating their dashboard
  • Escalate complex issues to specialized teams when necessary
  • Identify recurring concerns and collaborate with internal teams to improve the customer experience
  • Maintain accurate and detailed records in CRM systems
  • Contribute to updates for FAQs and help center articles
  • Participate in regular training sessions on new products, updates, and wellness-related concepts

Qualifications

  • Fluent in written and spoken English
  • 1–2 years of customer service or technical support experience (wellness or e-commerce background is a plus)
  • Excellent communication, critical thinking, and problem-solving skills
  • Strong attention to detail and ability to multitask in a fast-paced environment
  • Empathetic, patient, and customer-focused approach
  • Comfortable with technology and able to learn new tools quickly
  • Familiarity with wellness, genetics, or consumer test kits is an advantage but not required

Tools (Not required — Advantage if you have experience)

  • FreshDesk
  • Chargebee
  • Stripe
  • PayPal

Preferred Experience

  • Previous experience in a health tech, wellness, or DTC e-commerce environment
  • Basic understanding of wellness or genetics terminology; knowledge of privacy practices (HIPAA/GDPR) is a plus

Compensation

Competitive and experience-based compensation package.

Job Type: Full-time

Pay: From Php45,000.00 per month

Benefits:

  • Company events

Application Question(s):

  • Do you have at least excellent communication and problem-solving skills?
  • Do you have basic knowledge in genetics, wellness, or consumer DNA testing?
  • Do you have experience in any of the following: FreshDesk, Chargebee, or Stripe?
  • Do you have basic understanding of genetics terminology and privacy practices such as HIPAA or GDPR awareness?

Experience:

  • health, wellness, or biotech industry: 1 year (Preferred)

Work Location: Remote

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