Customer Support Representative

Purity Coffee’s mission is to improve the world’s health by producing the healthiest and most sustainable coffee backed by scientific research and testing. We promote the wellness benefits of coffee, and are guided by our values of Health, Science, Integrity, Responsibility and Growth. If you’re interested in joining a dynamic, rapidly growing company, we’re looking for respectful and honest team players who are committed to continuous improvement and health.

This is a remote position, with the option of on-site work if the candidate is located in Greenville, SC. Schedule: 9 am – 5 pm in your local U.S. time zone, Monday through Friday, occasional weekend shift possible. This position is open to U.S. residents who are authorized to work in the U.S.

Applications will be accepted through November 24, 2026. Compensation and benefits are listed below the job requirements.

Job Summary Purity Coffee Customer Support Representatives are key to the company’s success and the satisfaction of its customers. They are responsible for multi-channel customer support tickets, emails, and live chats, with a particular emphasis on phone support. This is a high call volume position, requiring excellent communication skills and the ability to handle a fast-paced environment. They will participate in weekly team member 1:1 meetings, a weekly department meeting, as well as quarterly team member reviews and departmental strategic planning meetings. Each team member is expected to manage an average of 150-250 support tickets weekly via email, call, or live chat. They will also contribute to setting and tracking quarterly objectives and key results related to their growth and the performance of their department.

Purity’s helpdesk and telephony systems will be utilized and optimized by the Customer Support Representatives. They will work with other team members in Customer Support and I.T. to improve the customer and employee experience as users of these technologies.

Customer Support Representatives will contribute to regular reporting on support workload, customer satisfaction, and issue resolution times. They will help identify the root causes of customer issues and share opportunities with other teams to solve problems or improve the customer experience. They will report directly to the Customer Experience Manager and contribute to departmental planning and execution.

Job Responsibilities

Team and Performance:

• Meet key performance metrics, including ticket resolution time and volume, with weekly monitoring and quarterly performance evaluations to ensure consistent quality and efficiency.
• Participate in weekly Customer Experience meetings to identify, discuss and solve key issues.
• Contribute to a Customer Experience scorecard with departmental KPIs and analysis.
• Participate in quarterly strategic planning sessions to set objectives and key results for the Customer Support department and team members that align with company objectives.
• Contribute to weekly Customer Experience updates and reporting, highlighting Voice of the Customer and root cause analysis.

Systems Management: Uses the following platforms day-to-day: Gorgias, Okendo, Skio, Superfiliate, Smile, Shopify, and Shipfusion.

• Gorgias (helpdesk): Answers customer tickets accurately and on-brand, applying tags and ticket fields correctly so reporting stays clean.
• Okendo (reviews): Manages site and product reviews - publishing, responding, and pulling reporting as needed.
• Skio, Superfiliate, Smile, Shopify, Shipfusion: Handles customer support workflows confidently across each platform (subscription changes, affiliate questions, loyalty/points issues, order lookups, and fulfillment status).

After Sales Support

• Provide timely solutions to customer questions, complaints, and needs across website, live chat, phone, Amazon, wholesale, affiliate, and subscriber channels.
• Process order entry, cancellations, and changes.
• Advise customers on Purity Coffee products, including purchasing, storing, grinding, and brewing.
• Escalate tickets outside of the Customer Support Representative’s scope to the Lead Customer Support Representative or Customer Experience Manager.
• Surface recurring customer issues and improvement opportunities to the team to influence upstream changes.

Job Requirements

• Available to work full time, Monday–Friday, 9 am–5 pm in your local U.S. time zone
• Flexibility to adjust hours as needed, including possible weekend shifts in the future
• 2+ years of experience supporting customers by email, chat, or phone (ticketing system experience is a plus). This is a remote, written and phone-based support role. In-person service experience such as restaurant or retail is not a substitute.
• Excellent communication and problem-solving skills
• Good interpersonal skills and ability to work in a team environment
• Patience with customers and the ability to de-escalate situations
• A quiet work location to take customer phone calls
• Experience with help desk software and remote working tools is a plus
• Familiarity with coffee, health, or wellness is a plus

Physical Requirements

• Ability to sit and work at a computer for the majority of the workday
• Ability to communicate clearly by phone and in writing, and to hear and respond to customers on calls
• These requirements may be met with or without reasonable accommodation

Compensation

• $48,000–$52,000 per year, depending on experience

Benefits (Some Waiting Periods Required)

• Flexible Time Off (FTO)
• Paid Holidays
• Medical, Dental, and Vision Insurance
• Life Insurance
• 401(k)
• Monthly Remote Work Stipend
• Personal Development Benefit
• Paid Job Training and Development
• Free Purity Coffee

Purity Coffee is an equal opportunity employer. We make employment decisions based on qualifications, merit, and business needs, and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other status protected by law. We provide reasonable accommodations to qualified applicants and employees with disabilities.