PART-TIME (REMOTE) – CUSTOMER SERVICE REPRESENTATIVE
Position: Customer Service Representative
Type of Contract: Independent Contractor
Working Hours: 15–20 hours/week (Flexible schedule with some availability during business hours)
Location: Remote (PT preferred, CT acceptable)
🌎 Work from anywhere while supporting a fast-growing, mission-driven clean beauty brand!
About the Company
A leading clean beauty brand dedicated to sustainable, high-performance products is seeking a part-time Customer Service Representative to support its growing DTC operations. The brand is in an exciting phase of expansion and renewed momentum, and is looking for someone who can deliver thoughtful, high-touch customer support that reflects its values and commitment to exceptional service.
Scope of the Role
You will be responsible for managing customer communications through Gorgias, resolving order issues, and ensuring a smooth post-purchase experience. You’ll collaborate closely with Operations, Warehouse, and 3PL partners to support seamless fulfillment and elevate the customer journey. This role is ideal for someone proactive, organized, and passionate about customer care in the clean beauty space.
Duties and Responsibilities
- Manage all customer inquiries through Gorgias—email, chat, and social escalations (general social inquiries handled by the social team).
- Provide timely, accurate, and empathetic responses aligned with the brand voice and customer experience standards.
- Coordinate with internal Operations and 3PL partners on shipping concerns, inventory discrepancies, fulfillment inquiries, and order status updates.
- Assist with 3PL customer service starting March 2026, ensuring order-specific issues are addressed promptly and escalated when needed.
- Support fraud checks, escalations, refunds, and special cases in partnership with the Head of Operations.
- Track recurring issues, identify patterns, and recommend process improvements.
- Maintain and update CS macros, FAQs, and internal documentation for accuracy and efficiency.
- Monitor customer sentiment and support initiatives to maintain a best-in-class post-purchase experience.
- Assist with proactive outreach during high-volume moments such as launches, promotions, and holiday seasons.
- Meet the brand’s goal of responding to all customer inquiries within 2 business days (Support team is closed on weekends and major US holidays).
Requirements
Years of Experience
- 3–5 years of customer service experience in DTC, beauty, wellness, or consumer goods (5+ years preferred).
Background
- Strong written communication skills with the ability to deliver warm, polished, brand-aligned responses.
- Highly organized with excellent follow-through and attention to detail.
- Experience working cross-functionally and handling multiple priorities.
- Solutions-driven, empathetic, calm under pressure, and able to work independently.
Tools & Software
- Proficiency with Gorgias or similar helpdesk platforms required.
- Comfortable using CRM systems, communication tools, and documentation platforms.
