Senior Customer Support Specialist – Premium Fashion E-commerce | Remote | 

Role Name: Senior Customer Support Specialist

Schedule: 20 hours per week with potential to scale to full-time (35 hours per week) by September 2026

Client Timezone: Eastern Time (US)

Client Overview: A rapidly growing premium fashion e-commerce brand that’s doubling year-over-year, serving customers across the United States. Known for exceptional customer service that customers consistently praise, this company specializes in intimate apparel, where quality support makes all the difference. You’ll join during an exciting growth phase with clear expansion plans and the opportunity to build something meaningful from the ground up.

Job Description: You’ll be the voice of a brand that customers love, delivering the kind of support that turns one-time buyers into loyal advocates. This isn’t your typical customer service role – you’ll shape the entire support experience for a growing company, with real opportunities to lead and train others as the team scales. Working with modern tools and a collaborative distributed team, you’ll make a direct impact on customer satisfaction while building your career in a company that values quality over quantity.

Responsibilities:

• Handle email-based customer inquiries using the Front collaboration platform with shared templates and workflows
• Resolve product-related issues, including defects, sizing questions, and order concerns, with empathy and expertise
• Collaborate seamlessly with team members across different time zones using modern support tools
• Maintain the high-quality support standards that customers consistently compliment and recommend
• Scale operations during peak periods like holiday seasons and promotional events
• Train and mentor additional team members as the support function grows
• Work within Shopify e-commerce environment to assist with order management and customer account issues
• Contribute to process improvements and knowledge base development as the company expands

Requirements: 
- You bring 4+ years of customer support experience with a track record of excellence and the ability to handle complex customer situations with grace.
- Excellent written English communication skills are essential, along with natural empathy and patience when helping customers with personal product concerns.
- Experience with customer support platforms is important (Front experience is a bonus, but we’ll train the right person).
- Familiarity with Shopify e-commerce systems helps, and you should be comfortable working independently while making sound judgments.
- Most importantly, you’re a quick learner who can ramp up efficiently and eventually help others do the same.

Why Join This Team?:

• Growth opportunity to become a team lead and train others as the company scales rapidly
• Work with a brand that customers genuinely love and consistently praise for outstanding support
• Modern tech stack with collaborative tools that make remote work seamless
• Clear career progression from part-time to full-time with potential leadership responsibilities
• Join during an exciting growth phase where your contributions directly impact company success
• Flexible remote work environment with supportive, distributed team culture

Apply now. Start helping.