Customer Service Representative (E-commerce, Apparel)

Job Description

Customer Support Representative

Part-Time, Hourly | Scalable Coverage

Overview

We 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 & Responsibilities

Customer 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