Customer Support Representative
23 hours ago
Dallas
Job DescriptionDeliver an Exceptional Customer Experience for a Brand on the Rise! Reports to: CMO and Marketing Manager Location: North Dallas (McKinney / Melissa / Anna / Allen / Fairview / Richardson / Frisco / Plano / Prosper preferred) Office: Historic Downtown McKinney, TX Schedule: Full-time, in-office (Mon–Fri; standard hours 8:30am–5:00pm) Are you passionate about delivering exceptional customer experiences for a fast-growing brand in the wellness space? TruLabs is seeking a Customer Support Representative to serve as the primary liaison between the brand and its customers across direct-to-consumer, wholesale, retail, and social channels. This role is critical in ensuring a seamless and positive customer experience while supporting operations, fulfillment, and emerging commerce channels like TikTok Shop. You’ll play a key role in strengthening customer relationships, supporting loyalty initiatives, and ensuring TruLabs delivers on its commitment to quality and service at every touchpoint. Why Join TruLabs? TruLabs is a fast-growing, founder-led brand driven by innovation, performance, and authenticity. We build products that support healthier, more active lifestyles while fostering a team culture rooted in Faith, Health, Passion, Humility, and Fun. What makes TruLabs special: ✔ Entrepreneurial, high-growth environment where your impact is visible ✔ Collaborative culture that values initiative, accountability, and teamwork ✔ Opportunity to support a nationally expanding wellness brand ✔ Exposure to multiple areas of the business including customer experience, operations, and marketing ✔ A team passionate about wellness, performance, and results Our Core Values Faith — We lead with purpose, integrity, and respect for others. Health — We promote healthier, more active lives for our customers and team. Passion — We bring energy, dedication, and a drive to win. Humility — We stay grounded, support one another, and celebrate shared success. Fun — We believe great work happens when people enjoy what they do. Work in Historic Downtown McKinney Enjoy a walkable square with restaurants, coffee shops, and boutiques — plus modern office amenities, collaborative workspaces, and a team-focused environment. What You’ll Do • Serve as the primary point of contact for customer inquiries across email, chat, phone, text, and social channels, ensuring timely and professional responses, • Manage and support wholesale and bulk customer relationships, including applications, approvals, and order coordination, • Monitor and respond to customer reviews, subscription accounts, and Rewards Program activity, • Oversee order flow and collaborate with the 3PL partner to ensure accurate and timely fulfillment, • Identify and resolve issues related to order errors, out-of-stocks, fraud detection, shipping delays, and incomplete customer information, • Support TikTok Shop operations, including order management, customer inquiries, and coordination with marketing campaigns, • Assist with additional marketing and customer experience initiatives to ensure alignment across channels, • Maintain a high level of organization and follow-through across multiple systems and priorities What You Bring • 1+ years of customer service or customer support experience, • Strong written and verbal communication skills, with the ability to represent the brand professionally across all customer touchpoints, • Experience managing multiple systems and priorities in a fast-paced environment, • Detail-oriented and solutions-focused with strong problem-solving skills, • Experience supporting loyalty, rewards, or subscription-based programs, • Strong organizational skills and commitment to accuracy and follow-through, • Proficiency in Google Workspace (Gmail, Docs, Sheets, Calendar, Drive, etc.), • Experience working with or alongside 3PL fulfillment systems, • Familiarity with social commerce platforms (TikTok Shop preferred), • Experience in eCommerce, DTC, or consumer product environments, • Familiarity with order management systems and customer support platforms, • Exposure to subscription or retention-focused business models, • Experience supporting fast-growing or founder-led companies Growth Opportunity This role offers the opportunity to grow within a rapidly scaling company and gain exposure to multiple areas of the business, including operations, marketing, and customer experience. As TruLabs continues to expand, this position can evolve into broader responsibilities across customer experience and retention strategy. Ready to Build What’s Next? If you’re passionate about delivering exceptional service, solving problems, and being part of a growing brand, we want to hear from you. Join TruLabs and help create an outstanding experience for every customer. Alternate Titles: Customer Support Specialist, Customer Experience Representative, Customer Success Representative, Customer Service Specialist, CX Specialist, Customer Care Representative, eCommerce Customer Support Keywords for SEO: customer support, customer service representative, customer experience, CX specialist, customer success, eCommerce support, DTC customer service, order management, 3PL coordination, fulfillment support, subscription management, loyalty programs, customer retention, TikTok Shop support, social commerce, consumer products support, wellness brand customer service, fast-growing startup support EEOC Statement: We are proud to be an equal opportunity employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.