🥥Customer Service Representative - Job Code: 1780432140640

At Coconut 🥥, we connect founders and businesses with top-tier remote talent while prioritizing meaningful, reliable partnerships. We believe success happens when everyone wins. Clients achieve their goals, and our virtual professionals find purpose and growth in their work. We're currently looking for top talent to fill the role below:

Role: Customer Service Representative

Monthly Rate: $550

Availability: Part-time 20 hours/week

Time Zone: 10 AM to 2 PM CT

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To streamline your application, please carefully review and complete ALL THREE items below before proceeding to the application form.

What to Prepare:

1️⃣ English Proficiency Rating – You will need to enter your CEFR English proficiency level in the application form. If you’re unsure of your rating, you can take a quick assessment here: EF SET Quick Check.

2️⃣ Coconut VA Profile (Resume) – Before submitting your application, please create your Coconut VA profile using this template: Coconut VA Profile Template. ⚠️⚠️⚠️ YOUR RESUME MUST FOLLOW THIS FORMAT AND SHOULD BE IN ENGLISH. This is a test of how keen you are with details and how well you follow instructions. ⚠️⚠️⚠️

3️⃣ 1-Minute Introduction Video – Record a short introduction video (preferably using Loom) and provide the link in your application. Before you do, check out these video tips and sample videos. Important: By submitting your video, you grant Coconut permission to share it on our platforms to help increase your chances of being matched with a client. Videos with broken or dummy links will result in disqualification.

Requirements

Experience Needed/Responsibilities:

* Respond to customer inquiries via email and support channels, providing timely, professional, and empathetic assistance

* Assist with handling order-related issues, including reshipments, replacement requests, delivery delays, lost shipments, and tracking investigations

* Maintain accurate customer records and document all support interactions within company systems

* Create, update, and refine process documentation, training materials, and SOPs in Notion to support team efficiency and scalability

* Review existing workflows and help identify opportunities to streamline customer support and operational processes

* Support onboarding and training initiatives by ensuring documentation remains accurate, organized, and up to date

* Collaborate closely with team members to ensure consistent communication, smooth operations, and timely issue resolution

* Assist with additional administrative and operational tasks as business needs evolve

Good to have:

- Empathetic

- Experience handling admin tasks

- Airtable experience

- Google Sheets experience

- Shopify experience

- Familiarity with the puzzle hobby and customer experience, with an understanding of the nuances of puzzle assembly, missing pieces, and puzzle quality concerns

Non-negotiable Requirements:

- Freshdesk experience

- Takes criticism well and is coachable.

- Autonomous/autodidactic (can solve problems independently) and curious

Industry/Tools Experience:

- Freshdesk

- Shopify

- Notion

Benefits

We’re all about uplifting lives in Coconut and we make sure we provide benefits that support work-life balance, well-being, and growth. Here’s what you can look forward to as part of the Coconut Community! ✨

✅ Competitive Salary – We recognize your skills and experience with a great compensation package.
✅ 13th Month Pay – Enjoy an extra month’s salary—because who doesn’t love a little bonus?

✅ Paid Time Off – Recharge with 12 days of PTO to use however you like—vacation, self-care, or just a break from it all!
✅ US Holidays Off – Enjoy 12 paid US holidays throughout the year.
✅ Maternity & Paternity Leave – We support growing families with dedicated leave for new parents.

✅ Comprehensive Healthcare – We’ve got you and your family covered with quality healthcare benefits.
✅ Life Insurance* – Our full-time HMO plan includes life insurance for extra peace of mind.
✅ Mental Health Support – Prioritize your well-being with access to mental health consultations and wellness resources.

✅ Milestone Gifts & Birthday Treats – We celebrate your achievements and make your special day even better!
✅ Exciting Team Experiences – Think island getaways, virtual town halls, and regional meetups—because work should be fun, too!

✅ Stay Connected – Be part of a supportive network where you can learn, grow, and connect with amazing people.

Some benefits may vary. Full details will be provided during the onboarding process.