Reports To: Customer Support / Operations Team
Type: Full-Time
About Carepod
Carepod is a premium humidifier brand originally designed in Korea, known for our stainless steel water tanks, filter-free system, and elevated design. We operate across the US, Canada, and Australia, with strong seasonal performance and continued growth year over year.
As we scale, providing a smooth and reliable customer experience is an important part of supporting our customers and operations.
Role Overview
We are seeking a Customer Service (Order Support) Representative to manage customer concerns related to orders, shipping, returns, cancellations, refunds, and deliveries.
This role is focused on case management, problem-solving, and accurate execution across multiple systems. You will work closely with our customer support and operations teams to investigate issues, coordinate resolutions, and ensure order information is kept accurate and up to date.
This role is idóneo for someone who is detail-oriented, organized, and comfortable following established processes while handling multiple customer cases.




Key Responsibilities
Order + Delivery Support
- Respond to customer inquiries related to orders, shipping, and deliveries through email, live chat, and outbound calls when needed
- Handle address changes, order cancellations, returns, and refunds according to company policies
- Investigate lost, delayed, damaged, or incorrectly delivered packages
- Coordinate with fulfillment partners and carriers, including ShipBob and PNP Line
- Create reshipment orders in Shopify when approved
- Maintain accurate order and customer records across Shopify, Gorgias, and internal trackers
- Use Google Sheets to manage order claims, escalations, and case tracking
- Follow established processes and ensure cases are properly documented from initial inquiry through resolution
- Escalate complex or unresolved cases to Operations or the appropriate support team
- Collaborate with the customer support and oper

📌 Customer Service Representative (Colombia)
🏢 Carepod
📍 Colombia