Customer Support Representative

Purity Coffee•Greenville, SC

1d•$48,000 - $52,000•Remote

About The Position

Purity Coffee is hiring a Customer Support Representative to support customer satisfaction and the company’s mission to produce health-focused, sustainable coffee backed by scientific research. This remote position is open to U.S. residents authorized to work in the U.S., with on-site work available for candidates located in Greenville, South Carolina. The schedule is Monday through Friday, 9 a.m. to 5 p.m. in the employee’s local U.S. time zone, with possible occasional or future weekend shifts. The representative manages customer support tickets, emails, and live chats, with particular emphasis on high-volume phone support. Team members handle an average of 150–250 support tickets per week and participate in regular team meetings, one-on-ones, quarterly reviews, and strategic planning. They contribute to quarterly objectives and key results, performance reporting, and initiatives to improve the customer and employee experience. The role uses Purity Coffee’s helpdesk, telephony, and ecommerce-related platforms to resolve customer questions and manage support workflows. The representative reports directly to the Customer Experience Manager, escalates issues when needed, and shares recurring customer issues and root causes with other teams. Applications are accepted through November 24, 2026.

Requirements

Available to work full time, Monday through Friday, 9 a.m. to 5 p.m. in the employee’s local U.S. time zone.
Flexibility to adjust hours as needed, including possible weekend shifts in the future.
At least 2 years of experience supporting customers by email, chat, or phone; in-person restaurant or retail service experience is not a substitute.
Excellent communication and problem-solving skills.
Good interpersonal skills and the ability to work in a team environment.
Patience with customers and the ability to de-escalate situations.
A quiet work location for customer phone calls.
Ability to sit and work at a computer for most of the workday.
Ability to communicate clearly by phone and in writing, and to hear and respond to customers on calls; these requirements may be met with or without reasonable accommodation.
Must be a U.S. resident authorized to work in the U.S.

Nice To Haves

Experience with a ticketing system.
Experience with help desk software and remote working tools.
Familiarity with coffee, health, or wellness.

Responsibilities

Meet ticket resolution time, volume, quality, and efficiency performance metrics.
Participate in weekly Customer Experience meetings to identify, discuss, and solve key issues.
Contribute to the Customer Experience scorecard, including departmental KPIs and analysis.
Participate in quarterly strategic planning and help set departmental and individual objectives and key results aligned with company objectives.
Contribute to weekly Customer Experience updates and reporting, including Voice of the Customer and root cause analysis.
Answer customer tickets accurately and on-brand in Gorgias, applying tags and ticket fields correctly.
Manage site and product reviews in Okendo, including publishing, responding, and reporting.
Handle support workflows in Skio, Superfiliate, Smile, Shopify, and Shipfusion, including subscription changes, affiliate questions, loyalty and points issues, order lookups, and fulfillment status.
Provide timely solutions to customer questions, complaints, and needs across website, live chat, phone, Amazon, wholesale, affiliate, and subscriber channels.
Process order entry, cancellations, and changes.
Advise customers on Purity Coffee products, including purchasing, storing, grinding, and brewing.
Escalate tickets outside the role’s scope to the Lead Customer Support Representative or Customer Experience Manager.
Identify recurring customer issues and improvement opportunities and share them with the team to support upstream changes.
Contribute to regular reporting on support workload, customer satisfaction, and issue resolution times.
Work with Customer Support and I.T. colleagues to improve the customer and employee experience through the company’s helpdesk and telephony systems.