Work Setup: Remote (US)
Schedule: 9AM - 6PM ET | Mon - Fri
Employment Type: Full-Time
This role is hired and employed by SupportNinja and placed with our client, a fast-growing direct-to-consumer lifestyle and apparel brand. The client has asked that sourcing and employment run through SupportNinja.
About the brand
Our client is a founder-led apparel and lifestyle label with a highly engaged online community. Their customers discover the brand through social, talk to it like a friend, and expect the same energy back. The brand’s voice is warm, casual, and current. Customer conversations happen over email, chat and social DMs, and they read less like support tickets and more like a conversation with someone who gets it.
About the role
You’ll support the brand’s VIP customers: their highest-spending shoppers, longtime community members, and influencer partners. This is a high-touch, relationship-driven role, not a queue-clearing one.
What does a day in the life of a Customer Service Representative look like?
- Handle VIP customer inquiries over email and phone
- Respond to customer DMs across the brand’s social channels
- Work directly with the client’s Customer Experience lead on day-to-day inquiries
- Manage escalations and more complex issues, including order problems, returns and account questions
- Support the planning of pop-up events
- Support the gifting and influencer program, including coordinating sends and following up
- Help the loyalty program scale
- Match the brand’s voice in every customer touchpoint
What are the required qualifications for a Customer Service Representative?
- Strong written communication and the ability to adapt tone to match a brand’s voice
- Comfort working independently and exercising good judgment without a script
- Reliable home office setup and availability during posted hours
- Genuine interest in fashion and lifestyle brands, and a real connection to the kind of customer this one serves
Preferred and highly encouraged:
- Customer support experience, especially in ecommerce, retail, or high-end lifestyle brands
- Genuine interest in social media, including an understanding of how influencer marketing works and how brands talk to customers in a DM versus a support email
- CRM or help desk experience, ideally Intercom, Fin, Zendesk, or Gorgias
- Experience supporting VIP, high-value, or high-touch customers
- Background in fashion, apparel, beauty, or lifestyle ecommerce
- A real connection to this category of brand and the kind of customer it serves
Fast-track your application for the Customer Service Representative role and dive straight into your next big opportunity, Access your Instant Interview here: https://alpharun.com/i/lqYecNW1Kt5bmUiAmEF28