Key Facts

Remote From:

Full time

English

Hard Skills

Customer Relationship Management Escalation Management Product Knowledge Customer Identification Program Customer Interaction Management Customer Inquiries Knowledge Base Process Improvement Zendesk Remote Administration

Other Skills

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Troubleshooting (Problem Solving)
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Customer Service
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Professionalism
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Adaptability
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Communication
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Open Mindset
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Teamwork
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Time Management
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Detail Oriented
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Empathy
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Enthusiasm

Roles & Responsibilities

Strong written and verbal communication skills
Experience with customer support tools and CRM/ticketing systems (Zendesk is a plus)
Ability to troubleshoot issues and provide step-by-step solutions
Comfortable working remotely with good time-management and self-motivation

Requirements:

Respond to customer inquiries via email, chat, and/or phone in a timely and professional manner
Identify customer needs and provide accurate information about products or services
Troubleshoot issues and provide step-by-step solutions; escalate complex or unresolved cases to appropriate internal teams
Document customer interactions in CRM or ticketing systems; follow up with customers to ensure issue resolution

Job description

IMPACT BRANDS is a leading contributor to the health and wellness industry. With a journey from 5 to over 400 colleagues, and the expansion to a diverse family of 7+ brands (PureHealth Research, Nation Health MD, Pureance, Trumeta, PetMade, VitalPeak, Nature's Blast). We are dedicated to helping improve the lives of people all over the world.

At IMPACT BRANDS, we embrace remote work culture and cherish open-mindedness, high energy, and adaptability qualities that are essential in our dynamic environment. We prioritize the growth of every team member, regardless of their location, offering advancement from intern to leadership roles.

IMPACT BRANDS has already positively impacted the lives of 3 million people worldwide. Join us as a remote Customer Support Representative and let’s impact billions together!

Our Treats:

Remote work. We are a fully remote organization, allowing you to work from any location.
Home office budget. A home office allowance and the possibility to choose between a MacBook or a Windows-based workstation.
Health and wellness budget. We value your well-being - investment in your health is not just encouraged but actively supported.
More free time. Enjoy 25+ Working Days of Holidays to recharge and relax from work.
Volunteering. Embrace the opportunity to dedicate 2 paid days each year towards personal growth and community impact.
Personal development opportunities. Improve yourself through training online.
Professional growth. Exceptional performance is recognized and rewarded, offering opportunities for career advancement based on your contributions to our success.
Achievement Bonus. We celebrate our company's successes by offering an annual bonus.
Our company products. Get exclusive access to our health and wellness products.
Flatwork culture. The chance to influence the company right from the start.
Team spirit. Enjoy regular team-building activities and engaging online events.
And much more! From a Welcome Package to other amazing perks – we’re always thinking of ways to show our appreciation for every team member. Whether it's fun surprises or practical benefits, you’ll always feel valued.

Bits of your job:

Respond to customer inquiries via email, chat, and/or phone in a timely and professional manner
Identify customer needs and provide accurate information about products or services
Troubleshoot issues and provide step-by-step solutions
Escalate complex or unresolved cases to the appropriate internal teams
Document customer interactions in CRM or ticketing systems, experience with Zendesk is a bonus
Follow up with customers to ensure issue resolution
Maintain up-to-date knowledge of company products, services, and policies
Contribute to knowledge base articles and process improvements
Meet defined KPIs (response time, resolution time, CSAT, etc.