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About the role
A fast-growing DTC apparel brand in the US is looking for a Customer Service Representative to own their support inbox and keep the customer experience sharp as they scale. You will be the first line of contact for their community, handling everything from order questions to pre-order updates, and helping build the systems that make support faster over time.
This starts as a customer service role but has real room to expand into broader operational support for someone who shows initiative.
What you'll do
- Reply to customer support tickets with clear, warm, on-brand written communication
- Manage pre-order issues, shipping delays, returns, and store credit requests following existing SOPs
- Build out canned responses and new SOPs as recurring patterns show up in the queue
- Run a twice-weekly check on unfulfilled orders older than 3 days and chase down whatever is holding them up
- Support backend and admin tasks: generating barcode labels for suppliers, creating new products in the ecommerce platform, spreadsheet checks, SKU accuracy, and general data entry
- Flag recurring product or fulfillment issues to the team so they get fixed at the source
Requirements
What we're looking for
- 2+ years in a customer service role, ideally supporting a direct-to-consumer or ecommerce brand
- Excellent written English. You can be friendly and efficient in the same sentence
- High empathy and EQ. You can de-escalate a frustrated customer without sounding scripted
- Reliable and punctual. The team needs to know the inbox is covered
- Comfortable with helpdesk software (Gorgias, Zendesk, Freshdesk or similar) and Shopify
- Detail-oriented with spreadsheets and data entry
- Genuinely interested in growing into broader operational responsibilities
Nice to have
- Experience with an apparel, sustainability, or lifestyle brand
- Familiarity with inventory or barcode/SKU workflows
Details
- Full-time, 100% remote
- Latin America based, with availability aligned to Eastern Time
- Long-term role with a small, growing team
Benefits
- Remote Working for US Company
- Exposure to new technology & trend
- Competitive Salary
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