Customer Support Specialist

Who we are:

BRĒZ is one of the fastest-growing beverages in the US and leader in the hemp-derived beverage industry. We're on a mission to reduce human suffering and maximize human potential through a better beverage. BRĒZ promotes a sense of euphoria, relaxation, and social energy, through conscious compounds tailored to a lifestyle focused on balance, enjoyment, and mindful consumption

Who you are: 

• Thrive in fast paced, dynamic startup environments.
• Passion for functional wellness, non-alcoholic beverage, cannabis, mushrooms, and other adaptogenic or nootropic therapeutic compounds.
• Embrace creativity and innovation, and always up for a new challenge.
• Eager to join a team aiming to revolutionize the beverage industry and make a meaningful impact on the lives of our customers.

As a BRĒZ Customer Support Specialist you are someone who’s obsessed with delivering delightful, human-first experiences. As the voice of BRĒZ, you’ll help our customers with everything from orders and product questions to feedback and follow-ups. Your ability to communicate with empathy, clarity, and genuine care will turn everyday interactions into brand-building moments. You’ll also play a key role in nurturing long-term customer loyalty and subscriber retention, with a strong focus on direct email communication that is helpful, engaging, and aligned with our brand voice

What You'll Do:

• Respond promptly to customer inquiries via email, chat, and social channels
• Resolve product or order issues with empathy, speed, and a solutions-first mindset
• Track trends in questions or complaints and share insights with the broader team (CX, Ops, Product, etc.)
• Ensure replacements, refunds, and credits are accurately issued and tracked
• Collaborate with our fulfillment and logistics teams to resolve shipping or inventory issues
• Help document and refine customer service policies and best practices
• Guide customers through our product line and help with subscriptions, billing, and product recommendations
• Create thoughtful and on-brand MACROs and direct email responses to resolve concerns, encourage retention, and deliver proactive support
• Support subscriber retention by identifying churn risks and offering solutions or education to help them stay
• Work cross-functionally with our Operations, Product, and Retention teams to solve challenges quickly
• Identify opportunities to retain subscribers and provide thoughtful incentives or education when needed
• Flag churn risks and recurring friction points to improve the overall customer journey
• Represent the BREZ tone of voice: warm, thoughtful, compassionate approachable
• Create a workplace culture where people feel motivated and are excited to bring their best selves to work and commit to BRĒZ’s goals and objectives
• Other duties, responsibilities, and activities may change or be assigned at any time with or without notice

What You Have:

• 1–3 years of experience in customer service, ideally in CPG, beverage, DTC, or wellness space
• You genuinely love helping people and turning tough situations into positive outcomes
• You care deeply about customers and enjoy creating memorable moments that turn first-time buyers into loyal fans
• Experience handling direct email conversations, subscription troubleshooting, and product education
• You’re organized, detail-oriented, and thrive in fast-paced startup environments
• Strong written communication skills (friendly, clear, confident)
• Comfortable using tools like Rich Panel, Shopify, Notion, Slack, etc.
• Thrive in a fast-paced, startup environment and adapt quickly to change
• Understand the value of brand voice and customer loyalty
• Excellent relationship-building, and communication skills
• Conflict resolution and problem-solving skills
• Must be able to effectively communicate in English, both verbally and written. 
• Possess basic mathematical skills: addition, subtraction, multiplication and division 
• Experience in cannabis industries is a plus