Customer Support Assistant (E-commerce & Online Courses) – Part-Time, Remote

Customer Support Assistant (Email & Social Media) I'm looking for a reliable, thoughtful Customer Support Assistant to help manage customer emails and social media messages for my fast growing wellness and skincare business. This role has been created to help reduce the workload of my existing customer support assistant, so you'll be working alongside her as part of a small, friendly team. The business sells both physical products (e commerce) and online courses and tutorials, so enquiries range from shipping and refunds to login and access issues. Most customers come from Instagram and already follow the brand, so replies need to feel warm, personal, and genuinely human, never scripted or corporate. The role is mainly focused on replying to customer emails, but you'll also help answer Instagram DMs and occasionally reply to comments on social media. This role is about daily consistency, calm communication, and good judgment rather than long shifts. Working hours and availability: • 2 hours per day to start • 5 days per week minimum • Must be available Saturdays and Sundays • Preferred working time is around 5pm UK time, but this is flexible • If you have more availability, there is scope to work up to 7 days per week • The role may grow over time Response expectations: • Customers should receive a first response within 24 hours maximum • Ideally the same working day • If an issue needs investigation, a short holding reply is expected so the customer feels acknowledged Tone and communication style (very important): Replies should be: • Warm, calm, friendly, and respectful • Written like a real person who genuinely cares • Simple and clear, never robotic or over explained • Honest and transparent when something isn't possible Guidelines: • Always address customers by their first name • Use contractions (I'm, we're, etc.) • No hard selling or pressure. Trust matters more than sales • Be supportive without sounding defensive • The tone should feel like a thoughtful human, not a corporate brand What you'll be doing: • Replying to customer emails (this will be the main part of the role) • Responding to Instagram DMs • Replying to comments on Instagram when needed • Handling shipping questions, refunds, replacements, and goodwill gestures • Helping customers access online courses and troubleshoot login issues • Following clear processes while using good judgment when situations aren't black and white • Escalating more complex cases when required Decision making and escalation: You can independently handle: • Standard customer questions • Shipping and order issues • Access to tutorials and courses • Most complaints You can offer: • Discount codes up to 10 to 15% • Refunds, replacements, or vouchers up to £50 Anything above this, or anything more complex (legal or tax questions, influencer requests, repeated complaints, or emotionally charged situations) should be discussed internally before replying. You'll be a great fit if: • Native English speaker (this is essential) • You have previous customer support experience • You have experience working in the skincare or beauty industry • You've worked with e commerce and or digital products • Your written communication is exceptional and naturally warm • You're calm, organised, reliable, and take ownership of problems • You enjoy helping people and genuinely care about creating a great customer experience Nice to have (not required): • Experience with Slack, Asana, Teachable, or Facebook Business Suite, Shopify, Distribution Centres • Experience supporting Instagram led brands IMPORTANT When answering the screening question, "What role are you applying for?", please include the word CUP in your answer. Applications that do not follow this instruction will not be reviewed.