53441921101- Part-Time Customer Support Agent 1

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