Lifeboost Coffee

Compensation

Full Description

Company: Lifeboost Group Inc Location: Remote (United States only) Job Type: Full-Time or Compensation: Competitive hourly rate + performance-based bonuses Reports to: Customer Service Manager About Lifeboost Coffee Lifeboost Coffee is a fast-growing, health-focused premium coffee company passionate about providing the cleanest, healthiest coffee on the planet. Our mission is to deliver exceptional products and service to our loyal customers while protecting the environment and supporting the farmers who grow our beans. We’re looking for dedicated, empathetic, and tech-savvy Customer Support Agents to join our remote team. This role is crucial to ensuring every customer enjoys a world-class experience while interacting with our brand. Key Responsibilities • Answer customer inquiries via phone, email, and SMS in a professional and empathetic manner. • Assist customers with subscriptions, payments, returns, refunds, and exchanges following company policies. • Provide clear, step-by-step technical support, including account access and payment updates. • Document issues and escalate recurring problems to management. • Maintain a high CSAT score by resolving customer concerns efficiently. • Follow strict data security policies, including PCI-DSS compliance and DTMF masking when taking credit card payments. • Participate in training, team meetings, and performance reviews, offering feedback to improve processes. Qualifications Required: • 1+ years of customer service experience (e-commerce or subscription services preferred). • Excellent written and verbal communication skills. • Strong problem-solving and conflict-resolution abilities. • Comfortable with technology and learning new systems (Shopify, Recharge, Gorgias, RingCentral). • Minimum typing speed: 30 WPM. https://monkeytype.com/ • Quiet, distraction-free home office with reliable high-speed internet. • Based in the United States. Preferred: • Experience in coffee, health/wellness, or subscription-based brands. • Bilingual (English/Spanish) a plus. Additional Requirements Internet Speed Test • Reliable high-speed internet required. • Applicants must submit a screenshot from speedtest.net showing minimum 20 Mbps download / 5 Mbps upload. Background Check • Final candidates must pass a criminal background check to ensure customer data security. • Any felony or serious conviction will be evaluated on a case-by-case basis. Pre-Employment Skills Test • Applicants will complete a short assessment to demonstrate problem-solving, communication, and technical skills. Felony Disclosure • Applicants are required to disclose any prior felonies during the application process. • A felony will not automatically disqualify a candidate; the nature and timing of the offense will be reviewed. Disability Disclosure (Voluntary) • Lifeboost Coffee is an equal opportunity employer. • Disclosure of a disability is voluntary and confidential, used only to provide necessary accommodations. Work From Home Setup Requirements • Dedicated workspace with minimal background noise. • Secure, stable high-speed internet connection. • Computer or laptop that meets company security standards (provided by employee or Lifeboost-approved). • Noise-canceling headset for calls. • Strict adherence to data privacy policies (no storage or sharing of customer data outside approved systems). Performance Expectations • Maintain a CSAT score of 4.8 or higher. • Meet or exceed daily resolution goals for tickets and calls. • Protect customer data and maintain compliance with company policies. • Serve as a positive brand ambassador for Lifeboost. Legal & Protective Clauses All employees will be required to sign the following: • Confidentiality & Non-Disclosure Agreement (NDA): Covers customer data, trade secrets, and company information. • Data Protection Agreement: Compliance with PCI-DSS and privacy rules. • No Conflict of Interest Clause: Employee may not work for or provide services to competitors during employment. • At-Will Employment: Employment may be terminated by either party at any time. • Code of Conduct: Professional communication and ethical behavior required at all times. How to Apply To apply, please complete the following: • Submit your resume and a brief cover letter explaining why you are a great fit for this role. • Include a screenshot of your internet speed test results. • Disclose any felony convictions honestly (if applicable). • Complete our pre-employment skills test (link provided after initial review). • Provide typing speed verification (minimum 30 WPM).