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About Us
We are a fast-growing DTC (Direct-to-Consumer) wellness brand known for our bold, creative-led marketing and our commitment to helping our community feel their best. We operate in a fast-paced, remote environment where clarity, autonomy, and execution are at the heart of everything we do.
The Role
We are looking for a proactive and detail-oriented Customer Support Coordinator to join our team full-time. This role is focused on delivering a high-quality customer experience by handling inquiries, resolving order and delivery issues, and acting as a bridge between customers, internal teams, and fulfillment partners.
You will play a key role in ensuring customers feel supported, informed, and confident throughout their experience with our brand. While the role includes some light coordination and internal follow-ups, the primary focus is customer service and order-related support. This is a great opportunity for someone who enjoys problem-solving, clear communication, and working independently in a fast-paced DTC environment.
Responsibilities
- Manage and respond to customer inquiries via email (Gmail) and our social channels in a timely, friendly, and professional manner.
- Handle customer requests related to:
- Incorrect or updated shipping addresses
- Order changes, cancellations, and returns
- Act as a liaison between customers and logistics partners to resolve shipping, delivery, and fulfillment issues.
- Track orders and verify shipment status using Shopify, providing accurate updates to customers.
- Monitor and respond to customer messages and comments on Meta platforms (Facebook, Instagram, etc.) to maintain a positive brand presence.
- Ensure customer issues are resolved efficiently, escalating complex cases when necessary.
- Document customer interactions and recurring issues to help improve internal processes.
- Collaborate with internal teams to ensure smooth order fulfillment and consistent communication.
- Support light administrative and coordination tasks related to customer service when needed.
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Requirements
- Fluent written and spoken English (mandatory).
- Previous experience in customer support, customer service, or customer success, preferably in e-commerce.
- Familiarity with Shopify, Gmail, and social media platforms.
- Strong written communication skills with a customer-first mindset.
- Highly organized, detail-oriented, and able to manage multiple conversations at once.
- Proactive problem-solver who can work independently in a remote environment.
- Comfortable working with processes, tools, and documentation.
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Nice to Have
- Experience working with DTC or Shopify-based brands.
- Background in wellness, supplements, or consumer health brands.
- Experience working with fulfillment providers or logistics platforms.
- Familiarity with Meta inboxes or social media community management.
- Experience suggesting process improvements based on recurring customer issues.
What We Offer
- Salary paid in USD.
- Fully remote, full-time role.
- The opportunity to be a key part of Peachy’s customer experience and growth.
- High ownership and autonomy in your day-to-day work.
- A collaborative, fast-moving environment where your input is valued.
- A culture that values clarity, empathy, growth, and inclusivity, where you’re encouraged to bring your whole self to work.
Remote (Europe & UK time zones)
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