Customer service representative (remote)

Location: Remote (Central Time Zone)
Employment: Full-time
Reports to: Brand Lead
Compensation: $850 - $1,025 monthly
Contract Type: Independent Contractor (full-time hours)

About the role
We’re an online composites company serving DIY makers, artists, and small workshops. You’ll
be the first line of help for customers using fiberglass and epoxy systems—answering product
questions, guiding safe usage, troubleshooting layups, and resolving order issues. You’ll also
help keep our Amazon listings healthy (if you have that experience), and turn support insights
into better docs and products.
What you’ll do
Frontline Support
Respond to customer inquiries via email, chat, and occasional phone within SLA (target: first
response 2 business hours).
Provide technical guidance on fiberglass layups: fabric weights, weave selection,
resin/hardener choice, mix ratios, pot life, cure schedules, working temps, and surface prep.
Troubleshoot defects: amine blush, under/over-cure, delamination, air entrapment/voids,
print-through, fisheyes, orange peel, tacky surfaces.
Advise on consumables/tools (rollers, squeegees, peel ply, breather, release films) and safety
(PPE, ventilation, SDS awareness).
Handle orders: changes, address fixes, hazmat/ORM-D shipping constraints, tracking, damage
claims, RMAs/returns, refunds.
Document recurring issues and propose FAQ/Help Center updates.

Back-office / Quality
File clear, reproducible tickets for warehouse or supplier issues (e.g., wrong fabric weight,
short rolls, pigment leakage).
Coordinate replacements and refunds; verify photo evidence and carrier claim requirements.
Maintain product knowledge base: mix charts (mass & volume in metric and imperial),
coverage calculators, cure time tables.

Amazon Seller Central
Triage customer messages in Amazon, keep Order Defect Rate and Late Response Rate
within targets.
Escalate A-to-Z claims, negative feedback removal where eligible, and listing health issues
(hazmat flags, compliance docs).
Propose content/FAQ updates for PDPs based on support trends.

Required qualifications
Experience in customer support or technical support, ideally in composites, marine,
automotive, or maker/DIY segments.
Hands-on experience with fiberglass (mat/cloth, biaxial, twill) and epoxy systems (laminating,
coating, casting): you’ve mixed, rolled, laid up, and cured parts.
Ability to explain technical topics in plain language to beginners.
Strong verbal and written English; clear, concise, and empathetic tone.
Comfortable with helpdesk tools (e.g., Zendesk/Helpscout/Gorgias), basic spreadsheets, and
ticket hygiene.
Availability to work a consistent schedule and meet SLAs.

Nice to have
Amazon Seller Central experience (CX inbox, claims, listing health, KPIs).
Knowledge of carbon fiber, Kevlar, gelcoats, vacuum bagging basics.
Familiarity with SDS/Safety documentation and hazmat packing limits.
Experience with e-commerce platforms (Shopify/WooCommerce) and basic CMS.

Core competencies
Technical empathy: meet a novice where they are without jargon.
Problem solving: methodical diagnostics; request the right photos/data (ambient temp,
humidity, mix ratio by weight/volume, resin age, substrate prep).
Ownership: drive a ticket to resolution and close the loop.
Process discipline: log macros, tags, and reasons so we can learn from data.

Tools you’ll use
Helpdesk (Zendesk/Helpscout/Gorgias), Shopify/WooCommerce admin, Amazon Seller
Central, Slack, Google Workspace, basic image markup (to annotate customer photos).

Work environment & safety
Must understand basic PPE (nitrile gloves, goggles), ventilation, and safe disposal guidance
for epoxies/solvents when advising customers.

Auxiliar, asistencial y otros

Técnico Laboral

Otra

1 Vacante