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Part-Time E-commerce Customer Experience Specialist, Health & Wellness, Remote Job

May 16, 2026

HartSpan is a growing health and wellness brand focused on thoughtful, science-backed solutions for common health concerns. Our flagship product, Khelp, helps customers manage heartburn and acid reflux through an alginate-based barrier approach.

We’re seeking a Customer Experience Specialist to handle customer support interactions, ensure customers feel taken care of, and help improve the overall customer experience. This role is primarily focused on written customer support, but will also include light retention, operations, affiliate management, quality, and marketing support.

This is a great fit for someone who is highly experienced in e-commerce customer service, writes extremely well, can communicate complex health concepts clearly, and is comfortable using AI tools to improve efficiency and quality. Because we are a health and wellness brand, this person also needs to be thoughtful and compliance-minded when communicating with customers.

What You’ll Be Doing

Handle inbound customer support inquiries related to product questions, order issues, refunds, cancellations, subscriptions, shipping, and general customer concerns
Clearly and accurately communicate product information, including how Khelp works and usage guidance
Use approved messaging and good judgment when responding to health-related questions
Integrate and utilize AI tools to improve customer support quality, efficiency, macros, and processes
Keep customer service macros, saved replies, SOPs, and internal support processes organized and up to date
Implement strategies to reduce churn and improve subscriber retention
Help retain loyal subscribers by proactively addressing common concerns and cancellation reasons
Identify recurring customer questions or pain points and suggest ways to improve the overall customer experience
Assist with affiliate outreach and follow-up on a limited basis
Record and escalate customer product complaints according to internal processes
Collaborate with operations partners and our 3PL on inventory updates, shipping issues, fulfillment questions, and order exceptions
Share customer insights that may help improve product education, retention, emails, FAQs, inserts, or website content

Key Performance Indicators

Support tickets closed
First response time
Resolution time
Customer satisfaction
Subscription churn and cancellation save quality
Quality and accuracy of customer responses
Accuracy of product complaint documentation
Macro and SOP maintenance
Customer experience improvements identified and implemented

What We’re Looking For

We’re looking for an experienced, detail-oriented customer support professional who is proactive, thoughtful, and comfortable working in a fast-paced e-commerce environment.

This person should be an excellent written communicator and a natural problem solver. They should be able to make customers feel supported while also protecting the brand, following processes, and communicating accurately about a health-related product.

Requirements

3+ years of e-commerce customer service experience
Excellent written English communication skills
Strong copywriting ability and ability to write in a polished, customer-friendly brand voice
Experience with Shopify-based e-commerce brands
Experience with customer support platforms, ideally Gorgias
Comfortable using AI tools to improve writing, efficiency, customer support processes, and internal documentation
Strong attention to detail and ability to follow documented processes
Able to communicate complex product or scientific concepts in a clear, simple, and compliant way
Responsible, empathetic, and solution-oriented
Highly organized, proactive, and collaborative
Comfortable working independently in a remote role
Reliable availability during Pacific hours

Preferred Experience

Experience with health, wellness, supplements, beauty, personal care, or CPG products
Familiarity with supplement, wellness, FDA, or FTC-style compliance considerations
Experience supporting subscription products and handling cancellation or retention conversations
Experience communicating with warehouses, 3PLs, or fulfillment partners
Experience assisting with affiliate, influencer, or promotional product coordination

Compensation & Schedule

This is a part-time independent contractor role for 20 hours per week, with the potential to grow into a full-time role as support volume and business needs increase.

Candidates must be available during US Pacific Time business hours. The exact schedule is flexible, but this role requires brief check-ins between 7-8am PT, 12-1pm PT, and 5-6pm PT on workdays to help ensure timely customer support coverage.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...