# 53441921101- Part-Time Customer Support Agent 1

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

**Workplace:** remote

## Description

We are seeking a high-quality customer support agency to provide experienced, culturally fluent customer support agents for a premium, high-profile DTC brand. The role requires a warm, empathetic, and brand-aligned communication style, along with the ability to scale support coverage around product launches while remaining efficient during quieter periods.

We will begin with **two part-time customer support agents**, with the expectation that staffing levels may increase or decrease based on business needs, launch cycles, promotions, and press activity

### **Initial Staffing & Scheduling**

-   Two part-time customer support agents
-   Approximately **20–35 hours per week (combined or per agent, depending on volume)**
-   **At least one agent must have consistent weekend availability**
-   Schedules communicated **at least one week in advance** whenever possible
-   Hours may fluctuate during product drops, marketing campaigns, or high-volume periods

### **Scope of Work & Responsibilities**

### **Customer Support & Communication**

-   Manage customer inquiries via **email and chat using Gorgias**
-   Deliver a **warm, empathetic, premium, and brand-aligned tone** in all customer interactions
-   Handle order-related inquiries, including:

-   Shipping and delivery issues
-   Returns, exchanges, and refunds
-   Fit, sizing, and product-related questions

-   Identify and **escalate sensitive, VIP, or reputation-sensitive cases** promptly and appropriately

### **Operational Excellence**

-   Maintain a consistently high standard of ticket quality, documentation, and internal notes
-   Flag recurring issues, trends, and customer pain points to internal stakeholders
-   Follow defined workflows while adapting to a fast-moving, launch-driven environment

### **Launch & Peak Coverage Support**

-   Flex coverage during:

-   Product launches
-   Major marketing or promotional moments
-   Press or influencer activity

-   Provide rapid, high-quality responses during high-volume windows
-   Support **light social DM triage during launches**, limited to support-related inquiries

### **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, quality standards, and escalation protocols
-   High attention to detail, discretion, and professionalism due to the brand’s public profile

## Requirements

### **Required Qualifications**

### **Agency-Level Requirements**

-   Proven experience supporting **DTC brands**, preferably in **fashion, apparel, or intimates**
-   Ability to provide **US-market–aligned customer support** with strong cultural fluency
-   Demonstrated flexibility to **scale staffing up or down** around launch cycles
-   Ability to staff reliable agents with consistent availability and rapid onboarding

### **Agent-Level 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**, ideally in DTC or fashion
-   Hands-on experience with **Gorgias**
-   High judgment, professionalism, and discretion
-   Comfort supporting a **premium, high-visibility brand**
-   Ability to follow detailed processes while remaining adaptable

### **Bonus Qualifications**

-   Experience with **apparel fit, sizing, lingerie, or intimates** categories
-   Experience supporting **product launches or high-volume drops**
-   Exposure to social media or DM-based customer support triage

### **Billing & Engagement**

-   Hourly billing model
-   Weekly hours and schedules communicated in advance when possible
-   Flexible engagement designed to scale with business needs

## Apply

[Apply at Activate Talent](https://apply.workable.com/careersactivatetalent/j/A7001E1FEB/apply)

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