Customer Service Representative

Location: Fully Remote
Job Type: Full-Time

About Uproot Clean

Uproot Clean is a fast-growing, performance-driven consumer brand built for pet owners. We create high-performance, eco-friendly cleaning solutions designed to make life easier without compromising sustainability. Customer experience is at the core of our brand. Every interaction matters, and how we show up for our customers directly impacts retention, trust, and growth.

About the Role

This is a high-volume, execution-focused role. You will manage day-to-day customer interactions across multiple channels, ensuring fast, accurate, and human responses. You are not just answering tickets—you are shaping how customers experience the brand.

This Role Is For You If

• You communicate clearly, empathetically, and efficiently
• You are comfortable handling high volumes of customer interactions
• You stay calm under pressure and solve problems quickly
• You pay attention to details and don’t let things slip
• You take ownership of issues until they are fully resolved
• You are comfortable working independently in a remote environment

This Role Is NOT For You If

• You avoid dealing with difficult customers
• You prioritize speed over accuracy and quality
• You are not comfortable multitasking across platforms

Responsibilities

• Customer Support Execution
  • Manage and respond to customer inquiries via email and support platforms
  • Ensure fast, accurate, and high-quality responses at scale
  • Maintain a consistent and professional brand voice
• Social Media Support
  • Respond to DMs and comments across platforms like Instagram, Facebook, and TikTok
  • Engage with the community while maintaining brand tone and consistency
• Order & Refund Management
  • Process order changes, cancellations, refunds, and exchanges
  • Ensure all actions follow company policies and are accurately executed
• Conflict Resolution
  • Handle complaints with empathy and clarity
  • Investigate issues thoroughly and provide complete resolutions
• Cross-Functional Collaboration
  • Share customer feedback and recurring issues with internal teams
  • Help identify patterns that can improve product or operations

Requirements

• Must have experience in customer service (ecommerce or DTC preferred)
• Strong written communication skills in English
• Experience handling social media interactions is a strong plus
• High attention to detail and ability to multitask
• Comfortable working in fast-paced environments

Work Requirements

• Schedule: Monday-Friday, 8:00 AM - 5:00 PM EST
• Workspace: Fixed, professional setup required (stable internet + backup plan)

Benefits

• Fully remote
• Paid time off
• Flex days: Enjoy an extra quarterly day off to unwind and recharge
• Ownership & autonomy - trusted to build and execute strategy
• Professional development - opportunities to learn and grow with the business