Location: Argentina, Brazil, Colombia, México and Costa Rica.

About Proppel

We connect LATAM talent with remote work opportunities in the most exciting companies worldwide.

If you're looking for the opportunity to develop your skills and work with some of the best and most exciting companies in the US and beyond, Proppel can help.

What we're looking for 

You’re an empathetic, detail-oriented Customer Support Representative who genuinely cares about creating exceptional customer experiences.

You’ll join a fast-growing US-based wellness brand specializing in natural supplements designed to support gut health, sleep, and overall well-being. The company operates in the direct-to-consumer space and prides itself on high-quality products, thoughtful communication, and a strong connection with its community.

In this fully remote role, you’ll report directly to the Head of Operations, with structured onboarding and ongoing support. You’ll take ownership of email and social media inquiries, while helping optimize systems and improve the overall customer journey.

What You’ll Be Doing

• Manage daily email support through a helpdesk platform like Gorgias.
• Respond to social media comments across Instagram, Facebook, and paid ads.
• Assist customers with subscriptions, returns, refunds, and product questions via Shopify and Recharge or Skio.
• Handle unhappy customers with empathy and professionalism, maintaining high CSAT scores.
• Identify recurring issues, flag automation opportunities, and suggest process improvements.
• Pull and summarize support reports for management review.

Requirements

• Proven experience in customer support, in e-commerce or DTC brands.
• Hands-on experience with Shopify.
• Experience with Gorgias or a similar helpdesk platform.
• Strong understanding of macros, workflows, and automations.
• Excellent written English communication skills.
• Ability to stay calm with unhappy customers and not take complaints personally.

Nice to Have

• Experience with subscription platforms like Recharge or Skio.
• Background in consumables, beauty, or wellness brands.
• Familiarity with Notion or other project management tools.
• Experience using AI tools like ChatGPT to streamline workflows.

Benefits

• Competitive USD salary.
• 100% remote work.
• Unlimited Paid Time Off + US Holidays.

Disclaimers:

*You are applying to work with an international company. Make sure your CV is in English, otherwise your application can't be considered.

*We consider candidates from Argentina, Brazil, Colombia, México and Costa Rica.

*If you don't have a formal portfolio, please share a Drive with various samples of your work.

*Please note this is a contractor position: As a contractor, you are responsible most of the time for managing your own contributions to social security, health insurance, and any applicable taxes or obligations in your country of residence. This can vary depending on the client. For contractor FAQs, please visit our website.