US-Based Part-Time Customer Support Specialist (Consumer Tech / Wellness Startup)

We are a growing US consumer wellness company seeking a reliable, US-based Customer Support Specialist to manage email and phone-based support for our hardware + mobile app product.

This is a long-term, part-time contractor role with structured daily coverage windows.

Our support volume is light (2-4 tickets per day on average), but we require disciplined response times and consistent coverage.

Responsibilities:

- Respond to customer support tickets via email (Freshdesk platform)

- Troubleshoot device connectivity issues (Bluetooth, app pairing, charging)

- Assist with onboarding friction

- Resolve occasional billing or subscription questions

- Escalate product bugs to internal team

- Maintain a calm, clear, professional tone aligned with a stress-reduction brand

SLA & Coverage Expectations

- Maintain first response time under 6 hours during US business hours

- Check support queue at least twice daily (late morning and late afternoon EST preferred)

- Proactive communication if unavailable during coverage window

- This is about reliability and consistency more than total hours.

Time Commitment

Estimated 5–7 hours per week

Flexible schedule, but structured check-ins required

Long-term preferred (6+ months)

Requirements

- Must be US-based

- Excellent written and spoken English

- Experience supporting consumer tech, hardware, or Shopify/Amazon products

- Comfortable troubleshooting basic technical issues

- Highly reliable and self-directed

- Able to follow structured troubleshooting flows

- Detail-oriented and calm under pressure