About this role
We are seeking a high-quality customer support agency to provide experienced, culturally fluent customer support agents for a premium, high-profile DTC brand. The role requires a warm, empathetic, and brand-aligned communication style, along with the ability to scale support coverage around product launches while remaining efficient during quieter periods.
We will begin with two part-time customer support agents, with the expectation that staffing levels may increase or decrease based on business needs, launch cycles, promotions, and press activity
Initial Staffing & Scheduling
Two part-time customer support agents Approximately 20–35 hours per week (combined or per agent, depending on volume) At least one agent must have consistent weekend availability Schedules communicated at least one week in advance whenever possible Hours may fluctuate during product drops, marketing campaigns, or high-volume periods
Scope of Work & Responsibilities
Customer Support & Communication
Manage customer inquiries via email and chat using Gorgias Deliver a warm, empathetic, premium, and brand-aligned tone in all customer interactions Handle order-related inquiries, including: Shipping and delivery issues Returns, exchanges, and refunds Fit, sizing, and product-related questions Identify and escalate sensitive, VIP, or reputation-sensitive cases promptly and appropriately
Operational Excellence
Maintain a consistently high standard of ticket quality, documentation, and internal notes Flag recurring issues, trends, and customer pain points to internal stakeholders Follow defined workflows while adapting to a fast-moving, launch-driven environment
Launch & Peak Coverage Support
Flex coverage during: Product launches Major marketing or promotional moments Press or influencer activity Provide rapid, high-quality responses during high-volume windows Support light social DM triage during launches, limited to support-related inquiries
Service Level Expectations (SLAs)
Email response time during launch periods: within 24 hours Email response time during off-peak periods: within 48 hours Consistent adherence to brand tone, quality standards, and escalation protocols High attention to detail, discretion, and professionalism due to the brand’s public profile
Requirements
Required Qualifications
Agency-Level Requirements
Proven experience supporting DTC brands, preferably in fashion, apparel, or intimates Ability to provide US-market–aligned customer support with strong cultural fluency Demonstrated flexibility to scale staffing up or down around launch cycles Ability to staff reliable agents with consistent availability and rapid onboarding
Agent-Level Requirements
Exceptional written English proficiency (near-native level required) Strong understanding of US customer expectations, tone, and cultural context Minimum 2+ years of customer support experience, ideally in DTC or fashion Hands-on experience with Gorgias High judgment, professionalism, and discretion Comfort supporting a premium, high-visibility brand Ability to follow detailed processes while remaining adaptable
Bonus Qualifications
Experience with apparel fit, sizing, lingerie, or intimates categories Experience supporting product launches or high-volume drops Exposure to social media or DM-based customer support triage
Billing & Engagement
Hourly billing model Weekly hours and schedules communicated in advance when possible Flexible engagement designed to scale with business needs