Customer Service Representative (Email)

Company Overview

At Rosabella, we're dedicated to helping women feel their best through every chapter of their wellness journey. Inspired by a personal story, we set out to create thoughtfully formulated supplements that provide meaningful nutritional support during menopause and beyond. By combining carefully selected ingredients with a commitment to quality and transparency, we're making it easier for women to prioritize their health with products they can trust.

Position Summary

The Customer Service Representative (Email) is the written voice our customers hear when they reach out with order issues, product questions, billing and refund requests, and everything in between. This role handles inbound customer emails, resolving issues clearly and accurately while keeping our brand voice consistent.

Email is the largest and most established part of our Customer Service org, with 64 representatives currently on staff. You'll be joining a mature team with clear processes already in place, working alongside our Live Call and Social Media Channel (SMC) reps as part of the broader CS function.

You will work an assigned shift, with rest days scheduled around operational coverage needs.

Key Responsibilities

• Email Support: Handle inbound customer emails, resolving order, product, billing, refund, and shipping questions accurately and in a timely manner.

• Ticket Queue Management: Manage your assigned ticket queue, prioritizing by urgency and staying within response time targets.

• Issue Resolution & Escalation: Resolve issues within your scope and escalate complex or sensitive cases to leadership promptly and with clear context.

• Standards & Brand Voice: Use macros and SOPs as a starting point, personalizing responses so they read as genuinely helpful rather than templated.

• Performance Targets: Meet CSAT, first response time, and resolution time targets for the email channel.

• Coaching & Development: Participate in coaching sessions and team meetings with camera on, and apply feedback to improve response quality over time.

• Documentation: Maintain accurate, complete case notes and records in Richpanel for every interaction.

• Pattern Reporting: Flag recurring issues, complaints, or trends to leadership so they can be addressed at the root cause.

Qualifications

Required:

• Prior customer service experience, ideally email or ticket-based support.

• Strong written English with clear, professional, and warm tone.

• A reliable backup device and internet connection, in addition to your primary setup.

• A working camera for coaching sessions and team meetings.

• A quality headset with a microphone for team meetings.

• Comfortable managing a ticket queue and prioritizing a high volume of emails.

• Ability to work an assigned shift, with rest days assigned based on coverage needs.

Preferred:

• Experience in DTC, e-commerce, or subscription customer service.

• Prior experience with Richpanel or a comparable helpdesk platform.

• Based in the Philippines or LATAM.

Who This Role Is Not For

• This is not for people looking for phone-only work. This role is fully written, ticket-based support.

• This is not for people who are uncomfortable writing at volume or who need heavy oversight on every response.

• This is not for people who struggle to hit response time and resolution targets consistently.

• This is not for people without a reliable backup device or internet connection. Queue coverage can't go down.

Work Environment

• Fully remote position, working an assigned shift.

• Part of a large, established, international Customer Service team.

• Direct coaching and feedback culture, with camera-on coaching sessions.

• Performance and outcomes are prioritized over hours worked or process.

What We Value

• Output-Focused: We prioritize and reward results.

• Accountability: Team members own their decisions, mistakes, and outcomes.

• Thirst for Knowledge: We learn continuously from data, customers, and each other.

Tools We Use

• Shopify

• Richpanel

• Loop

• Checkout Champ

• When I Work

• Fulfil

Hiring Process

• Application review.

• Initial interview with recruiter.

• Written test task (respond to sample email tickets).

• Offer.