Part-Time Remote Customer Support Assistant

About The Silkie Lab

The Silkie Lab is a mail-in avian DNA testing service for poultry keepers, breeders, and exotic bird owners. We specialize in DNA sexing, disease screening, and genetic testing for chickens, ducks, geese, swans, and over 2,000 bird species - with results typically back within 72 hours. Learn more at thesilkielab.com.

The Role

We're hiring a Part-Time Remote Customer Support Assistant to be the friendly first response for our customers - answering questions about DNA tests, helping with sample submissions, looking up order and result status, and keeping the inbox, phone, and chat moving quickly and accurately.

You'll work inside Pulse, our internal customer communication and order hub, alongside our phone and live chat systems.

Details

• Location: Remote
• Hours: 9 a.m. - 1 p.m. EST, weekdays
• Pay: $500 monthly retainer
• Part-time, independent contractor (1099)

Both pay and hours can increase over time as we grow. We'd rather find someone we want to keep long-term and scale the role up than churn through hires.

What You'll Do

• Answer customer emails, live chat, and phone calls in a friendly, fast, and accurate tone
• Guide customers through choosing the right DNA test and submitting samples
• Look up order and sample status, and share results when ready
• Escalate anything unclear instead of guessing
• Follow our written playbooks closely

Requirements

• Must currently own poultry or other birds - you'll be talking to bird people all day, and it matters that you understand them
• Previous customer service experience
• Reliable internet, quiet workspace, and strong written/verbal communication
• Comfort answering phone calls and live chat
• Strong follow-through and ability to follow directions
• Confidence escalating instead of guessing
• Available 9 a.m. - 1 p.m. Eastern on weekdays

Tools You'll Use

• Pulse - our internal customer communication and order hub
• Phone and chat systems already routed through our workspace