Sobre

• 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
• 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