Customer Service Representative (contract)

About BiOptimizers

BiOptimizers exist to help people go from baseline health to peak biological performance. We develop science-backed supplements and wellness tools that deliver measurable results. As a remote-first company, our globally distributed team focuses on clarity, autonomy, and operational excellence. Every role is designed to support the health and performance of both our customers and our organization.

Engagement Overview

We are seeking a high-energy, solutions-oriented Customer Service Specialist to join our team. In this role, you aren’t just answering tickets, you are the voice of our brand. We are looking for a "power user" who can navigate technical tools like Shopify with ease while maintaining a warm, professional, and confident presence over the phone and chat.

Key Responsibilities:

• Multi-Channel Engagement: Manage a high volume of interactions via phone, chat, email, and social media with zero lag in professionalism.

• Dynamic Problem Solving: Resolve complex inquiries regarding orders, returns, and refunds. You’ll need to think on your feet and apply logic to unique customer situations.

• Order Management: Confidently guide customers through the purchasing process, including calculating discounts, taxes, and shipping totals accurately during live interactions.

• Process Excellence: Maintain shared workflows and collaborate with internal teams via Slack and Zoom to ensure no customer inquiry falls through the cracks.

Required Skills & Qualifications:

• Technical Proficiency: Hands-on experience with Shopify is required. You should be comfortable navigating the backend to look up orders and process returns.

• Bilingual Communication: Full professional fluency in both English and Spanish. You must be able to switch between languages seamlessly with high clarity and a friendly, helpful tone in both spoken and written forms.

• Numerical Accuracy: Strong basic math skills (e.g., calculating percentage-based discounts or manual price adjustments) are essential for real-time order support.

• Adaptability: A "constant learner" mindset. You should be able to take feedback, pivot quickly, and master new workflows with enthusiasm.

Preferred Experience:

• Prior experience in a remote, voice-based customer support role.

• Familiarity with Zoho, Aircall, and the Google Workspace (Docs, Sheets, Drive).

• Experience using collaboration tools like Slack and Notion.

Engagement Terms:

• Compensation: Hourly

• Invoicing: Contractor will invoice BiOptimizers directly monthly

• Payment Terms: Net 30

• Work Hours: Work hours will be fixed and scheduled within the 9:00 AM–9:00 PM ET operating window. Weekend shifts are part of the regular schedule and rotate among all agents.

• Equipment: Contractor is expected to use their own tools unless otherwise specified.

Work Location

This is a fully remote position. BiOptimizers has a globally distributed team and supports flexible work arrangements across time zones.

Company Hours & Collaboration

With team members across many countries and time zone differences of up to 16 hours, we’ve established a standard collaboration window from 9:00 AM – 5:00 PM EST.

This is not a required work schedule, but a shared time frame for meetings and team syncs. At BiOptimizers, we support flexibility — team members are encouraged to work the hours that best suit them, as long as they:

• Attend required meetings

• Communicate effectively across time zones

• Deliver work by agreed-upon deadlines
  

Equal Opportunity Statement

BiOptimizers is committed to diversity and inclusion and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other basis protected by applicable law.