51379581250 - Part-Time Customer Service Representative (DTC/Ecommerce)

Job Description

PART-TIME

REMOTE

Position: Customer Service Representative
Type of Contract: Independent Contractor
Working Hours: 15–20 hours/week

🌎 Work from any corner of the world and be a part of the #remoteworkrevolution!!

About the Company

A leading clean beauty brand committed to high-performance, sustainable, and ethically formulated products. The company is experiencing strong growth and renewed momentum in the DTC space and prides itself on offering an elevated, high-touch customer experience. You will join a mission-driven team passionate about innovation, wellness, and exceptional service.

Scope of the Role

The Part-Time Customer Service Representative will support all customer-facing communications and post-purchase experiences across our DTC operations. You will work closely with our Warehouse Manager, Head of Operations, and brand teams to ensure timely, accurate, and thoughtful support. This role is essential in maintaining our brand’s premium service standards and preparing for the transition to 3PL customer support in March 2026.

Duties and Responsibilities:

• Manage customer inquiries through Gorgias (email, chat, social escalations) before the 3PL integration.
• Beginning March 2026, assist with 3PL customer support by addressing order issues, ensuring timely responses, and escalating concerns as needed.
• Maintain a consistent response window of within 2 business days (Support is closed on weekends and major U.S. holidays).
• Provide warm, accurate, and brand-aligned responses to all customer inquiries.
• Coordinate with internal operations teams and 3PL partners regarding order status, fulfillment, shipping issues, and inventory discrepancies.
• Partner with the Head of Operations on escalations, fraud checks, refunds, and unique customer situations.
• Track recurring customer issues, identify trends, and recommend process improvements.
• Update and maintain customer service macros, FAQs, and internal documentation.
• Monitor customer sentiment and support efforts to maintain a best-in-class post-purchase experience.
• Assist with proactive outreach during high-volume periods (product launches, holiday seasons, and major sales).

Requirements

Years of Experience

• 3–5 years of customer service experience, ideally within DTC, beauty, wellness, or consumer goods.

Background

• Strong written communication skills with the ability to deliver support in a warm, polished brand voice.
• Highly organized, detail-oriented, and capable of managing multiple moving pieces.
• Comfortable collaborating across teams and working independently.
• Solutions-oriented, calm under pressure, and empathetic toward customer needs.
• Located in Pacific Time preferred; Central Time acceptable.

Tools and Software

• Proficiency with Gorgias strongly preferred.
• Experience with helpdesk or CRM systems (e.g., Zendesk, Freshdesk).
• Familiarity with communication and collaboration platforms such as Slack, Google Workspace, and project management tools.