# Customer Service Representative (E-commerce, Apparel)

> Activate Talent · Philippines (Remote) · Part-time · Posted 2026-01-08

**Workplace:** remote

**Department:** AT1C

## Description

### 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 ideal 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**

## Apply

[Apply at Activate Talent](https://apply.workable.com/careersactivatetalent/j/5BF7B44FCB/apply)

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