About this role
Customer Support RepresentativePart-Time, Hourly | Scalable Coverage
OverviewWe are seeking a high-quality customer support representative to provide responsive, culturally fluent, and flexible customer support for a premium DTC brand. The ideal candidate can scale coverage up during key product launches and marketing moments, while remaining lean during quieter periods.
Billing will be hourly, and weekly schedules will be shared at least one week in advance whenever possible.
Initial Staffing Model Candidate with consistent weekend availability Approximately 20–35 hours per week (total) Schedules shared one week in advance Hours may fluctuate based on: Product launches Promotions Press and influencer activity
Scope of Work & ResponsibilitiesCustomer Support & Communication Manage customer inquiries via email and chat in Gorgias Deliver a warm, empathetic, premium, and brand-aligned tone in all interactions Handle order-related inquiries, including: Shipping and delivery issues Returns, exchanges, and refunds Fit, sizing, and product questions Escalate sensitive, VIP, or reputation-sensitive cases promptly and appropriately
Operational Excellence Flag recurring issues, trends, and customer pain points Maintain a consistently high standard of ticket quality, accuracy, and documentation Follow established workflows, escalation paths, and brand guidelines
Launch & Peak Coverage Support Flex coverage during: Product drops Major marketing moments Press or influencer-driven traffic Provide rapid response during high-volume windows Support light social DM triage during launches if required (support-related inquiries only)
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 and voice Quality standards Escalation protocols High attention to detail, accuracy, and discretion due to the brand’s public profile 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, preferably in DTC or fashion Hands-on experience using Gorgias High judgment, professionalism, and comfort supporting a high-profile brand Ability to follow detailed workflows while adapting in a fast-moving environment
Bonus Qualifications Experience with apparel fit, sizing, or lingerie/intimates categories Experience supporting product launches or high-volume drops