Customer Support Representative
About Rouge Care
Rouge Care is a fast-growing Canadian wellness brand specializing in red light therapy equipment. We ship to customers across Canada, the United States, Australia, and the United Kingdom. Our team is small, tight-knit, and serious about giving customers an exceptional experience — from their first question to long after their panel arrives.
We’re building out a 24/7 support team and looking for sharp, empathetic people to join us.
Customer Support Representative (1)
Shift 1: 7:00 AM – 3:00 PM PHT
Days off: Saturday & Sunday
What you’ll be doing
- Responding to customer tickets and live chat through our helpdesk (Gorgias)
- Handling order status inquiries, shipping questions, and delivery issues
- Processing return and exchange requests following our standard procedures
- Escalating complex issues to senior team members when needed
- Handing off open tickets at shift end with clear notes for the next agent
- Maintaining accurate records in our helpdesk system
What we’re looking for
- At least 1 year of customer service experience, ideally in e-commerce or retail
- Strong written English — clear, friendly, and professional
- Comfortable working independently without close supervision
- Reliable home office setup: stable internet connection, quiet workspace, headset
- Experience with Gorgias, Zendesk, or a similar helpdesk is a plus
- Experience with Shopify is a plus but not required
- Prior experience in the wellness space is a plus
- Knowledgeable/and or/ able to acquire knowledge quickly about a wellness product such as red light therapy
Customer Support Representative (2)
Shift 2: 11:00 AM – 7:00 PM PHT
Days off: Saturday & Sunday
What you’ll be doing
- Managing the overnight ticket queue — responding to emails and chats that come in during low-volume hours
- Clearing the backlog so the Eastern team starts each morning with a clean inbox
- Handling order status inquiries, shipping questions, and delivery issues
- Processing return and exchange requests following our standard procedures
- Escalating urgent issues (lost shipments, damaged goods) with clear documentation
- Preparing a brief handoff summary for the morning Eastern shift each day
What we’re looking for
- At least 1 year of customer service experience, ideally in e-commerce or retail
- Strong written English — clear, accurate, and efficient
- Comfortable working in a low-supervision environment and managing your own queue
- Reliable home office setup: stable internet, quiet workspace, headset
- Detail-oriented — you’ll be the last person touching tickets before the daytime team picks up
- Experience with Gorgias, Zendesk, or similar helpdesk is a plus
- Prior experience in the wellness space is a plus
- Knowledgeable/and or/ able to acquire knowledge quickly about a wellness product such as red light therapy
Customer Support Representative (3)
Shift 3: Mixed — two weekday shifts and two weekend shifts
Days off: Monday, Thursday, and Sunday
What you’ll be doing
- Owning weekend support — you’re the primary CSR on duty for Rouge Care customers on Saturdays and Sundays (ET)
- Handling the full range of customer inquiries: order status, shipping, returns, product questions
- Managing live chat and email tickets during high-activity weekend hours
- Covering two weekday morning shifts to support the Eastern team during peak hours
- Escalating complex issues with thorough documentation so nothing falls through the cracks
What we’re looking for
- At least 1–2 years of customer service experience in e-commerce, retail, or a high-volume support environment
- Excellent written English — fast, clear, and warm
- Comfortable with longer shifts (two 12-hour weekend shifts per week — see schedule)
- Reliable and self-directed: on weekends you’re running the show, so we need someone who takes ownership
- Reliable home office setup: stable internet, quiet workspace, headset
- Experience with Gorgias, Zendesk, or similar helpdesk is a plus
- Prior experience in the wellness space is a plus
- Knowledgeable/and or/ able to acquire knowledge quickly about a wellness product such as red light therapy
Schedule for Shift 3:
Tuesday: 7:00 PM – 3:00 AM PHT
Wednesday: 7:00 PM – 3:00 AM PHT
Friday: 7:00 AM – 7:00 PM PHT
Saturday: 7:00 AM – 7:00 PM PHT