Customer Support Representative

Purity Coffee

. Handle multi-channel customer support tickets, emails, and live chats, with particular emphasis on phone support .

Posted 11/11/2026full-timeRemote • South Carolina • United StatesJuniorMid-Level💰 $48,000 - $52,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in multi-channel customer support, effectively managing support tickets and optimizing helpdesk systems. Strong communication and problem-solving abilities are essential for enhancing customer experience and achieving performance metrics.

Highest-signal resume keywords

Customer Support ExperienceHelp Desk Software ProficiencyTicketing System ExperienceCommunication SkillsProblem-Solving Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer SupportTicket ResolutionOrder ProcessingIssue ResolutionCustomer Satisfaction Tracking

Soft Skills

Interpersonal SkillsPatienceTeam CollaborationDe-Escalation Skills

Tools & Technologies

GorgiasOkendoSkioSuperfiliateSmileShopifyShipfusion

Industry Keywords

Customer ExperienceHealthWellnessCoffee

About the role

Key responsibilities & impact

Handle multi-channel customer support tickets, emails, and live chats, with particular emphasis on phone support
Manage an average of 150–250 support tickets weekly via email, call, or live chat
Participate in weekly 1:1 meetings, weekly department meetings, quarterly team member reviews, and departmental strategic planning meetings
Contribute to setting and tracking quarterly objectives and key results
Use and optimize Purity’s helpdesk and telephony systems
Work with Customer Support and I.T. teams to improve customer and employee experience
Contribute to reporting on support workload, customer satisfaction, and issue resolution times
Identify root causes of customer issues and share opportunities to improve customer experience
Report directly to the Customer Experience Manager
Meet ticket resolution time and volume metrics
Contribute to Customer Experience scorecards, KPIs, analysis, updates, and reporting
Use Gorgias, Okendo, Skio, Superfiliate, Smile, Shopify, and Shipfusion
Provide solutions across website, live chat, phone, Amazon, wholesale, affiliate, and subscriber channels
Process order entry, cancellations, and changes
Advise customers on purchasing, storing, grinding, and brewing Purity Coffee products
Escalate tickets outside the role’s scope
Surface recurring customer issues and improvement opportunities

Requirements

What you’ll need

Available to work full time, Monday–Friday, 9 am–5 pm in your local U.S. time zone
Flexibility to adjust hours as needed, including possible weekend shifts in the future
2+ years of experience supporting customers by email, chat, or phone
Ticketing system experience is a plus
Excellent communication and problem-solving skills
Good interpersonal skills and ability to work in a team environment
Patience with customers and the ability to de-escalate situations
A quiet work location to take customer phone calls
Experience with help desk software and remote working tools is a plus
Familiarity with coffee, health, or wellness is a plus
Ability to sit and work at a computer for the majority of the workday
Ability to communicate clearly by phone and in writing, and to hear and respond to customers on calls
U.S. residency and authorization to work in the U.S.

Benefits

Comp & perks

Flexible Time Off (FTO)
Paid Holidays
Medical, Dental, and Vision Insurance
Life Insurance
401(k)
Monthly Remote Work Stipend
Personal Development Benefit
Paid Job Training and Development
Free Purity Coffee
Reasonable accommodations to qualified applicants and employees with disabilities