We are currently recruiting for a Customer Service Representative at SaltWrap.

If you are looking for a fully remote position where you can share your passion for health and fitness to improve the lives of others, this role is for you.

We are looking for a proactive, detail-oriented, and people-first professional to assist in all customer service processes and strategy.

The ideal candidate will have customer-facing service experience in the health & wellness industry (fitness, nutrition, health supplements, or healthcare services). They will bring a “roll up the sleeves and own it” mindset, with a commitment to ensuring every customer touchpoint reflects the SaltWrap mission and values.

This role will allow you to leverage your passion for health & wellness — and will challenge you by expanding your knowledge of Therapeutic Sports Nutrition and your ability to positively affect customer health outcomes.

Experience in personal training or health coaching is not required but strongly preferred, as you'll draw on that background to better understand and support our customers and expand your impact within the SaltWrap services ecosystem.

Customer Service Representative Compensation and Benefits 

• Salaried Role
• Medical, Vision, and Dental Care Available 
• Company-funded 401K with contribution match
• Remote work (with occasional travel for offsites)

The customer service representative is responsible for responding to customer communications and solving problems for customers:

1. CUSTOMER SERVICE COMMUNICATION

• Respond promptly and professionally to customer tickets via email and chat.
• Handle inbound and outbound customer phone calls, providing clear and helpful support.
• Follow established procedures and scripts to ensure consistent, high-quality communication that reflects SaltWrap’s voice and values.

2. VOICE OF THE CUSTOMER

• Monitor and respond to customer reviews on platforms like Reviews.IO and other third-party sites.
• Escalate negative reviews or complex situations to the manager when needed.
• Share customer feedback with the team to help improve products, services, and processes.

3. CUSTOMER SUPPORT TASKS

• Assist with order-related requests such as refunds, fulfillment issues, and shipping questions.
• Accurately log interactions and resolutions in the customer service system.
• Follow SaltWrap policies and SOPs to ensure smooth service and customer satisfaction.

 We’d love to hear from you if you have:

• A passion for health, wellness, and serving others.
• Experience working with customer support systems. (e.g. CRM like Groove, Gorgias, etc.)
• Experience with e-commerce store tools (e.g. shopping cart software like Shopify)
• High attention to detail, strong communication skills, and a process-oriented mindset.
• The ability to work remotely on EST hours.

To be successful as a customer service representative, you need to possess strong skills and aptitude in the following categories:

• A passionate, impact-driven professional who thrives in ownership roles
• Aware, quality-focused, and fully accountable to KPIs and standards
• Calm under pressure and skilled at de-escalating complex customer issues
• Organized and able to follow established SOPs and suggest improvements as service evolves.
• An advocate for both customer experience and internal team performance     

Position location and hours:

• Salaried Compensation: $18 per hour (full-time) based on a 40 hour work week with no overtime.
• This is a fully remote position with occasional required travel for team offsites (estimated at 2-4 times per year, not including education-related or event travel).
• Candidates must have an adequate and stable home office or co-work space with high-speed internet connection.
• Candidate must be willing to commit to Eastern Standard Time working hours, 8:30am to 5:30pm ET (Monday through Friday).

We are looking to fill this position ASAP.

To be considered for this position, please do the following:

1. Complete the application steps below.
2. Attach your current resume when submitting your application.
3. In the Cover Letter section, tell us in your own words why you are an ideal fit for this role (despite the ability to use AI for polished written communication, we are looking for an authentic Cover Letter submission in your own words).