Postúlate en Kit Empleo: kitempleo.com.ar/empleo/qdb7o

Customer Support Representative

Part-Time, Hourly | Scalable Coverage

Overview

We are seeking a high-quality customer support representative to provide responsive, culturally fluent, and flexible customer support for a premium DTC brand. The adecuado candidate can scale coverage up during key product launches and marketing moments , while remaining lean during quieter periods.

Billing will be hourly , and weekly schedules will be shared at least one week in advance whenever possible .

Initial Staffing Model

- Candidate with consistent weekend availability
- Approximately 20–35 hours per week (total)
- Schedules shared one week in advance
- Hours may fluctuate based on:
- Product launches
- Promotions
- Press and influencer activity

Scope of Work & Responsibilities Customer Support & Communication

- Manage customer inquiries via email and chat in Gorgias
- Deliver a warm, empathetic, premium, and brand-aligned tone in all interactions
- Handle order-related inquiries, including:
- Shipping and delivery issues
- Returns, exchanges, and refunds
- Fit, sizing, and product questions

- Escalate sensitive, VIP, or reputation-sensitive cases promptly and appropriately

Operational Excellence

- Flag recurring issues, trends, and customer pain points
- Maintain a consistently high standard of ticket quality, accuracy, and documentation
- Follow established workflows,



escalation paths, and brand guidelines

Launch & Peak Coverage Support

- Flex coverage during:
- Product drops
- Major marketing moments
- Press or influencer-driven traffic

- Provide rapid response during high-volume windows
- Support light social DM triage during launches if required (support-related inquiries 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 and voice
- Quality standards
- Escalation protocols

- High attention to detail, accuracy, and discretion due to the brand’s public profile

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 , preferably in DTC or fashion
- Hands-on experience using 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

Postúlate en Kit Empleo: kitempleo.com.ar/empleo/qdb7o

📌 Customer Service Representative (E-commerce, Apparel) (Argentina)
🏢 Activate Talent
📍 Argentina