Customer Support Representative

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