We're looking for a polished, high-energy Customer Service Representative with experience supporting luxury or fashion brands to deliver a premium client experience. This is not a standard support role and it is not for someone looking for a predictable 9-to-5. The clients you serve expect a level of care, polish, and responsiveness that matches the brand they have chosen to engage with, and the role requires flexibility, hustle, and genuine passion for the luxury space.
You will handle customer inquiries, resolve issues, and manage the full customer journey with the discretion, warmth, and professionalism that luxury clientele expect. You will work across time zones, coordinating with teams in New York and Hong Kong in the same day. If you thrive in fast-paced environments, are comfortable with flexible and rotating shift schedules, and understand what white-glove service actually looks like in practice, this role is a strong fit.
Working hours for this role are 3 PM to 11 PM EST, with flexibility as schedules may shift. Candidates must be comfortable with evening and night shift schedules and able to overlap with both U.S. and Asia-Pacific teams.
Why You'll Want to Join
- You will be paid in USD (bi-monthly: every 15th and 30th)
- Paid Time Off in accordance with company policy
- Observance of Holidays per company guidelines
- 100% remote setup so you can work wherever you're most productive
- Client-facing role inside a premium brand environment where your communication sets the tone
- Opportunity to build long-term relationships with high-value customers
What You'll Work On
Premium Customer Support
- Handle inbound inquiries from luxury brand customers via email, chat, or phone with professionalism and warmth
- Resolve order issues, returns, exchanges, and complaints in a way that protects the customer relationship and reflects brand standards
- Anticipate customer needs and go beyond transactional responses to deliver a genuinely premium experience
- Manage escalations with composure and escalate internally when situations require senior involvement
Customer Support Tools and Systems
- Manage all customer interactions through Gorgias as the primary support platform
- Process orders, check inventory, and resolve fulfillment issues directly within Shopify
- Use AI tools including Claude or ChatGPT to draft responses, research issues, and work faster without sacrificing quality
- Maintain accurate records and interaction histories across all platforms
Cross-Team Coordination
- Track and manage customer orders, shipping updates, and delivery inquiries accurately
- Coordinate with internal teams and third-party partners to resolve fulfillment or product issues
- Maintain accurate customer records and interaction histories
- Follow up proactively on open cases without waiting to be asked
Brand Representation
- Uphold brand voice, tone, and communication standards in every customer interaction
- Adapt communication style to match the expectations of high-net-worth or brand-loyal clientele
- Represent the brand with discretion, attention to detail, and genuine care for the customer experience
What You Bring
- Experience in customer service for a luxury brand, fashion label, or premium retail environment
- Hands-on experience with Gorgias or a comparable customer support platform
- Proficiency with Shopify for order management and fulfillment coordination
- Comfort using AI tools such as Claude or ChatGPT as part of your daily workflow
- Polished written and verbal communication skills in English with a strong command of tone and professionalism
- Ability to handle sensitive customer situations with composure and discretion
- High attention to detail and a genuine sense of ownership over every customer interaction
- Flexibility and genuine comfort with evening, night shift, and rotating schedules
- Ability to coordinate across multiple time zones including U.S. EST and Asia-Pacific in the same working day
- Organized, proactive, and comfortable managing multiple open cases without dropping details
- Hustler mentality: you are self-directed, adaptable, and do not need to be told twice
Nice to Have
- Direct experience with fashion, accessories, lifestyle, or jewelry luxury brands
- Background or education in marketing, fashion, or a related creative field
- Familiarity with luxury e-commerce operations and fulfillment workflows
- Experience working with international or high-net-worth clientele
- Multilingual ability, particularly in French, Italian, Spanish, or Cantonese
- Based in Latin America or a time zone that naturally aligns with EST evening hours
How to Apply
Please include:
- Your updated resume
- A short Loom video (1 to 2 minutes) introducing yourself, describing your experience with luxury or fashion brands, and sharing how you handled a difficult customer situation while maintaining brand standards
Only candidates who submit a Loom video will be moved to the next step of the hiring process.
If you understand what luxury service actually means, communicate with polish and precision, and want to represent a premium brand where every interaction matters, this role gives you the platform and the ownership to deliver it at the highest level.
Application Process Overview
Our comprehensive selection process ensures we find the right fit for both you and our clients:
- Initial Application - Submit your application and complete our prequalifying questions
- Video Introduction - Record an video introduction to showcase your communication skills and work experience
- Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable)
- Recruitment Interview - Initial screening with our talent team
- Executive Interview - Meet with senior leadership to discuss role alignment
- Client Interview - Final interview with the client team you'd be supporting
- Background & Reference Check - Professional reference verification
- Job Offer - Successful candidates receive a formal offer to join the team
Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.
