Customer Service Representative

Living.Fit is a curated home gym equipment and supplement marketplace based in Austin/Dallas, TX, founded in 2018. They are seeking a Customer Service Representative to manage customer interactions across various platforms and contribute to the development of a customer experience team as the company grows.

Responsibilities:

• Own first-line customer support across email, chat, and phone — order status, shipping issues, product questions, returns/exchanges
• Coordinate with our fulfillment vendors to resolve delivery and damage issues on flooring and equipment orders
• Support supplement customers with subscription questions (Recharge), product/dosage questions, and MAP-compliant messaging
• Use Shopify (Advanced plan) daily: look up orders, process refunds/exchanges, adjust line items, and flag inventory or fulfillment mismatches
• Identify recurring customer pain points (product defects, shipping delays, confusing PDP content, etc.) and bring them to leadership with a clear recommendation, not just a report
• Assist with ad hoc Shopify tasks as bandwidth allows — collection cleanup, review moderation (Judge.me), basic catalog QA
• Troubleshoot basic customer-facing issues with on-site apps like wishlist tools and delivery estimate widgets
• Help build and document our customer service playbook (macros, SOPs, escalation paths) as we scale
• As the team grows, help shape hiring criteria, training, and structure for future CS hires

Requirements:

• 2+ years in a customer service or customer experience role, ideally at an early-stage or fast-growing company (not a large call center environment)
• Hands-on experience with Shopify (order management, basic admin navigation required; app/theme familiarity a plus)
• Experience working with Recharge or a similar subscription management platform
• Experience working within a broader e-commerce app ecosystem — email/SMS marketing platforms (e.g. Klaviyo), review/UGC tools (e.g. Judge.me), wishlist apps, delivery/shipping estimate widgets, or SEO/schema apps
• Comfortable working independently and making judgment calls without a thick rulebook — we move fast and expect you to as well
• Track record of not just handling tickets but noticing patterns and pushing recommendations upstream
• Strong written communication — clear, concise, on-brand
• U.S.-based, able to work U.S. business hours
• Experience in health, fitness, or wellness e-commerce
• Familiarity with rubber flooring, home gym equipment, or supplement products
• Prior experience helping build or scale a support team from the ground up