About the Role
Customer Support Staffing Request We are seeking a high-quality customer support agency that can provide responsive, culturally fluent, and flexible support. The team must be able to scale coverage around key product launches while remaining lean during quieter periods. We plan to begin with two part-time customer support agents, with the expectation that staffing can scale up or down as business needs evolve. Billing will be hourly. Weekly hour requirements and schedules will be communicated at least one week in advance whenever possible.
Initial Staffing Model Two part-time customer support agents At least one agent with consistent weekend availability Approximately 20–35 hours per week Schedules shared one week in advance Hours may fluctuate based on launch cycles, promotions, and press moments
Scope of Work & Responsibilities Customer Support & Communication Manage customer inquiries via email and chat in Gorgias.
Deliver a warm, empathetic, premium, brand-aligned tone in all customer interactions.
Handle order-related inquiries, including shipping and delivery issues, returns, exchanges, refunds, and fit, sizing, or product questions.
Escalate sensitive, VIP, or reputation-sensitive cases quickly and appropriately.
Operational Excellence Flag recurring issues, trends, and customer pain points.
Maintain a consistently high standard of ticket quality and documentation.
Launch & Peak Coverage Support Flex coverage during product drops, major marketing moments, and press or influencer activity.
Provide rapid response during high-volume windows.
Support light social DM triage during launches if required (support-related tickets 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, quality standards, and escalation protocols
High attention to detail and discretion due to the brand’s public profile
Required Agency & Agent Qualifications Agency-Level Requirements Proven experience supporting DTC brands, ideally within fashion, apparel, or intimates.
Ability to provide US-market–aligned customer support with strong cultural fluency.
Demonstrated flexibility to scale staffing around launch cycles.
Agent-Level Requirements Exceptional written English proficiency (near-native level required).
Strong understanding of US customer expectations, tone, and cultural context.
Minimum of two years of customer support experience, ideally in DTC or fashion.
Hands-on experience with 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.