Live Chat Support Specialist

Job Summary:
We're keen to add a Health E-Commerce Customer Support Specialist to be the voice of our brand in live chat conversations with customers. You will guide people before they buy, help them use their test kits, answer questions about their results, and recommend the right supplements based on what those results show. This role suits someone with strong written English, a solid grounding in health and nutrition, and the discretion to handle sensitive personal information with care.

Key Responsibilities:

• Respond to customer enquiries through live chat, covering both pre-purchase and post-purchase questions
• Guide customers toward the right test kits and products based on their goals and concerns
• Walk customers through kit usage, sample collection, and registration steps
• Explain test results in clear, everyday language that customers can act on
• Recommend supplements that match customer results, following internal product and clinical guidance
• Escalate clinical or complex questions promptly to the in-house medical team
• Handle personal health information in line with strict confidentiality and data handling procedures
• Keep accurate records of conversations, follow-ups, and recurring customer issues
• Spot genuine opportunities to recommend additional products that serve the customer's needs
• Work closely with the existing support team to keep response times and tone consistent

Mandatory Skills:

• Excellent written English with accurate grammar and a warm, professional tone
• Proven experience in customer support, ideally through chat or messaging rather than phone
• Working knowledge of health, nutrition, or supplements, enough to hold an informed conversation
• Strong discretion and a track record of handling confidential personal information appropriately
• Ability to translate technical or clinical information into simple, reassuring language
• Comfortable working in messaging platforms such as WhatsApp alongside e-commerce and support tools
• Sound judgment on when to answer directly and when to escalate
• Reliable, detail-oriented, and able to work independently
• Strong communication skills and a collaborative approach with teammates

Preferred Skills:

• Experience supporting customers for a health, wellness, supplements, or diagnostics brand
• Formal study or background in nutrition, biology, nursing, pharmacy, or a related allied health field
• Familiarity with Shopify or similar e-commerce platforms
• Experience working under formal confidentiality or data protection requirements
• Consultative selling experience within support conversations
• Ability to manage several live conversations at once without losing quality

Why Join Us:
You will join an established support team with an in-house medical team behind you, so you always have expert backup when a question goes beyond your scope. This is a role with real growth ahead as the support function expands, and your work will directly shape how customers experience their health journey with us. We value people who are curious, careful, and genuinely interested in helping others.