Customer Support Specialist

Shift: 10:00 AM – 7:00 PM PT / 10:30 PM – 7:30 AM IST

Compensation: based on experience

Experience: Entry to mid-level

About DUSQ

DUSQ is a sleep regulation wearable that uses vagus nerve stimulation to modulate the autonomic nervous system during sleep. We're a founder-led, fast-moving company on a mission to change the way people sleep, and we're building a team that genuinely cares about the people we serve.

About the Role

We're looking for a sharp, empathetic Customer Support Specialist to be the first point of contact for our customers across email, WhatsApp, and social platforms. You'll be working US hours, supporting a growing community of early adopters and Kickstarter backers who are invested in what we're building. This isn't a scripted support role; you'll need to think on your feet, understand the product deeply, and communicate with warmth and clarity.

What You'll Do

•⁠ ⁠Handle customer queries across email, WhatsApp, and Meta platforms promptly and professionally

•⁠ ⁠⁠Manage and update customer records using CRM tools

•⁠ ⁠⁠Identify patterns in customer feedback and flag them to the team

•⁠ ⁠⁠Coordinate with internal teams on order, shipping, and product-related issues

•⁠ ⁠⁠Maintain a consistent brand voice across all customer touchpoints

•⁠ ⁠⁠Support community management on Facebook and WhatsApp groups

What We're Looking For

•⁠ ⁠Minimum 1 year of experience in a customer support or customer success role

•⁠ ⁠⁠Proficiency in CRM platforms

•⁠ ⁠⁠Comfortable using AI tools for drafting, summarizing, and improving responses

•⁠ ⁠⁠Hands-on experience with Meta Business Suite

•⁠ ⁠⁠Strong written English; clear, warm, and professional

•⁠ ⁠⁠Ability to work independently during US business hours

•⁠ ⁠⁠Someone who genuinely enjoys helping people and takes ownership of problems

Nice to Have

•⁠ ⁠Prior experience supporting a D2C, health tech, or wellness brand

•⁠ ⁠⁠Familiarity with Kickstarter or crowdfunding customer journeys

•⁠ ⁠⁠Experience managing WhatsApp Business or community groups

Send us your CV at [Confidential Information] with the subject line Customer Support Specialist and a line on why you're a great fit for this role.