Customer Service Email Agent — E-Commerce Textile Brand

Kiki Textiles is a fast-growing U.S.-based e-commerce fabric company serving designers, fashion brands, small businesses, and creative professionals. With more than 2,000 fabric SKUs and a high volume of customer inquiries, we are looking for a reliable and professional *Customer Service Email Agent* to join our team. ## About the Role You will manage customer communication primarily through email and provide fast, accurate, and helpful support. Our customers may need assistance with fabric selection, product details, orders, shipping, returns, refunds, damaged items, missing packages, and order changes. You must be able to understand each situation, investigate it carefully, and provide a clear solution. A major part of this role is learning our product catalog in depth. Because we carry more than 2,000 SKUs, you must be willing to continuously study and memorize our fabrics, including their composition, stretch, weight, texture, drape, transparency, best uses, differences, and other important characteristics. You are not expected to know everything immediately, but you must be highly motivated to learn and become increasingly knowledgeable about our products over time. ## Responsibilities * Respond to customer emails promptly and professionally * Answer questions about products, orders, shipping, returns, and store policies * Investigate delayed, missing, damaged, or incorrect orders * Coordinate with the warehouse and other departments * Help customers select suitable fabrics * Learn and maintain strong knowledge of our fabric catalog * Understand the differences between similar fabrics and recommend the most suitable options * Process refunds, replacements, cancellations, or store credits according to company policies * Escalate urgent or sensitive cases when necessary * Maintain accurate customer notes * Follow SOPs while using good judgment * Report recurring issues and suggest process improvements ## Requirements * Strong written English and grammar * Previous email customer service experience, preferably in e-commerce * Professional, natural, and empathetic communication * Strong attention to detail and problem-solving skills * Ability to manage a high volume of emails accurately * Comfortable handling tracking, refunds, discounts, and order information * Strong willingness and ability to learn, memorize, and retain detailed product information * Genuine interest in fabrics, fashion, sewing, textiles, or product knowledge * Calm and professional when communicating with upset customers * Reliable, organized, and able to work independently ## Preferred Experience Experience with Shopify, Gorgias, Zendesk, Richpanel, Re:amaze, shipping carriers, or the fashion and textile industry is a strong advantage. Fabric knowledge is helpful but not required. Training will be provided, but you must be willing to study our products consistently and take ownership of your learning. ## What We Are Looking For We want someone who takes ownership, checks all available information before responding, avoids robotic replies, and understands that every customer interaction affects brand trust. The right candidate should be curious, willing to learn, and committed to becoming highly knowledgeable about our products rather than relying only on templates or forwarding questions to other team members. This role may begin part-time and grow into a full-time position based on performance and company needs. ## How to Apply Please include: 1. A brief summary of your customer service experience 2. The e-commerce platforms or support tools you have used 3. Your experience with fabrics, fashion, sewing, textiles, or learning large product catalogs 4. Your availability 5. Your expected hourly or monthly compensation 6. Your exact email response to both customer scenarios below ### Scenario 1 “I ordered fabric for an event, but my tracking information has not updated for five days. I need the fabric urgently, and I am extremely disappointed. What are you going to do about this?” ### Scenario 2 “I’m looking for a fabric to make a fitted evening dress with a smooth, elegant look. I want some stretch, but I don’t want the fabric to be too thin or transparent. I saw your Liquid Bridal Satin, Stretch Crepe Back Satin, and Silk Charmeuse. Can you explain the differences and recommend the best option?” Your response should be helpful, knowledgeable, natural, and based only on confirmed product information. Ask relevant questions and mention swatches when appropriate. Applications without the requested information may not be considered.