CUSTOMER SUPPORT & ENGAGEMENT SPECIALIST

Ask Yuna is a fast-growing personalised guidance brand serving thousands of customers worldwide. We help people navigate relationships, personal decisions, and life transitions through personalised written guidance and one-on-one consultations. Our customers come to us during emotional, high-stakes moments in their lives, and the way we communicate with them matters as much as the product itself.

We are looking for a Customer Support & Engagement Specialist to join our team. This is not a typical support role. You will be the voice of "Yuna," our brand persona, across email, WhatsApp, and SMS. You will handle customer questions and refund requests with genuine care, while also building real rapport that leads customers to explore other services we offer.

THE ROLE

You will manage day-to-day communication with customers across three channels: email, WhatsApp, and SMS. Your work falls into three connected areas:

1. Respond to Customer Emails and Messages
Reply to inbound emails, WhatsApp messages, and SMS as "Yuna," maintaining a warm, personal, and consistent voice
Answer questions about orders, delivery timelines, and how our services work
Provide emotional support and reassurance to customers who are going through difficult personal situations
Escalate anything sensitive, unusual, or outside your scope to the relevant team member

2. Handle Refund Requests
Process refund requests professionally and empathetically, following our internal refund policy and guidelines
Understand the reason behind each request and document it accurately
Where appropriate, offer alternatives or additional support before processing a refund
Ensure every refund conversation leaves the customer feeling heard and respected, regardless of outcome

3. Build Engagement and Drive Upsells
Follow up with customers after their purchase to check in on their experience and build genuine rapport
Identify natural moments to introduce other relevant services based on what the customer shares with you
Send personalised follow-up messages via WhatsApp, email, and SMS that feel like a continuation of a real relationship, not a sales pitch

Track which customers are engaged and warm, and prioritise outreach accordingly
Meet monthly targets for engagement-driven revenue

WHAT WE ARE LOOKING FOR

Excellent written English. You need to write warm, natural, human messages that do not sound like scripts or templates
Strong emotional intelligence. Many of our customers are going through difficult moments and need to feel genuinely cared for
Sales instinct without being pushy. You know how to guide a conversation toward a next step without it feeling like a hard sell
Comfortable working across multiple channels (email, WhatsApp, SMS) and switching tone appropriately for each
Organised and self-directed. You can manage a queue of conversations without letting anything slip
Experience in customer support, sales, or client-facing roles preferred but not required if you can demonstrate the skills above
Comfortable working within brand voice guidelines and following a defined tone of voice consistently

WHAT SUCCESS LOOKS LIKE

Fast, warm, helpful responses that make customers feel personally looked after
Refund requests handled with empathy and professionalism, protecting the customer relationship even when a refund is issued

A steady stream of engaged customers moved toward additional purchases through natural, well-timed conversation
Customers who reply to your messages the way they would reply to a friend, not a company

COMPENSATION

This role includes a base salary plus commission on upsell revenue you generate through engagement.

Base salary: Competitive, based on experience

Commission: A percentage of revenue from any additional purchase made by a customer you engaged with, following an attributable conversation via email, WhatsApp, or SMS

Commission is paid monthly alongside base salary, based on tracked and attributed sales

This structure rewards genuine relationship-building. The better you get to know our customers and the more naturally you guide them toward the right next step, the more you earn on top of your base.

HOW TO APPLY

Please submit:

Your CV or a brief summary of relevant experience

A short writing sample: respond, in Yuna's voice, to a customer who says "It's been two weeks and nothing has changed. I want a refund." ( ---------- words)

We review applications on a rolling basis and will follow up with shortlisted candidates for a short trial task before a final interview.