Customer Service Representative

About Echelon

Echelon is a rapidly growing, direct-to-consumer e-commerce brand fueling those who can’t afford to crash. We’re a veteran-founded company and are proud to be the number one energy drink sold on military bases. In 2026, we’re branching into the civilian market and need another set of hands to support our loyal, loud, and rowdy customer base.

We’re looking for a Customer Service Representative who thrives in a fast-paced environment, loves solving problems, and understands that great support is people-first.

The working hours for this role will be 12pm-8:30pm Monday-Friday

What You’ll Do

• Respond to customer inquiries via email, chat, and social channels with speed, clarity, and humor
• Handle order issues including shipping delays, damaged packages, refunds, exchanges, and subscription questions
• Manage customer conversations in Gorgias
• Work closely with operations, marketing, and fulfillment partners to resolve issues end-to-end
• Maintain a consistent brand voice and uphold the Echelon personality
• Identify recurring customer issues and proactively suggest improvements to processes or FAQs
• Document edge cases and help improve internal support workflows as the company scales
• Assist with peak volume periods (launches, promos, holidays) as needed

What We’re Looking For

• 1–3 years of customer support experience (e-commerce or DTC brand preferred)
• Strong written communication skills
• Comfortable working in Shopify, Gorgias, Skio
• Highly organized with strong attention to detail
• Calm under pressure and able to juggle multiple conversations at once
• Self-starter who doesn’t need hand-holding and can adapt as things change
• A sense of humor

Nice to Have (But Not Required)

• Experience supporting subscription products
• Familiarity with macros, supplements, or functional beverages
• Experience supporting a high-growth startup or small team
• Genuine interest in consumer brands, fitness, wellness, or energy drinks is a plus
• Prior Military Service is a huge plus

Why You’ll Love Working Here

• Be part of a fast-growing brand where your work directly impacts customer loyalty
• Comprehensive benefits package
• Competitive pay based on experience
• Results-driven culture
• So many energy drinks

Location: Remote- Restricted to candidates residing in Alabama, Arizona, Arkansas, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Michigan, Mississippi, Missouri, Montana, Nebraska, Nevada, New Mexico, North Dakota, Oklahoma, South Dakota, Tennessee, Texas, Utah, Wisconsin, and Wyoming.