Experienced Fashion Customer Support Specialist

We are a growing American fashion brand for women of 40 and over, scaling fast. We are hiring the person who will own our customer experience. Read this properly before you apply. This is not general VA work and it is not general customer service. THE REALITY OF THIS ROLE Our inbox is a difficult one. Delayed parcels, sizing complaints, refund demands, dispute threats, and customers who are already angry by the time they write. Every email has money on it, and the call you make on each one is final. Two numbers define the job. Chargebacks stay under 1 percent, and refunds stay within target against revenue. Above 1 percent, payment providers stop working with us, and then there is no store, no team and no role. That sits underneath every reply you write. Protecting margin while keeping the customer delighted is one job, not two, and doing that one customer at a time, in writing, is the skill we are hiring for. The cases repeat, and you should recognise every one of these: - Day 14, the tracking has barely moved, and she wants it cancelled - The quality is not what she hoped for and she wants to send it back - The size chart said one thing and the garment says another - She wants to cancel after the order has already shipped - Her second line mentions her bank If that reads like your last job, we should talk. If it reads like a list of problems, this is not the role. How we work: we accept as few returns as possible. Instead of taking the item back, you offer cash back in steps, so she keeps the piece and stays happy. Choosing the right step for the customer in front of you, and knowing when to move up one, is the core of this job. If you already know why that beats a return, you will be at home here. Every customer is treated like royalty here, the angry ones included. Our customers are women of 40 and over and they notice exactly how they are spoken to, so the tone has to be right every time. We have response time targets, and quality still comes first. WHAT YOU WILL DO - Own the inbox and write as the voice of the brand. Warm, personal, generous. - Decide every outcome yourself. Cash back offers, order changes, replacements, exchanges, and where it is genuinely unavoidable, a return or a refund. Plus some light coordination with our supplier. - Work with our AI drafting system. It drafts from our playbook, you judge it, correct it and send. - Work from our written playbook and tell us where it is wrong. We expect the person in this seat to improve it, not just follow it. - Report directly to the founder and grow into leading this function. WHAT WE REQUIRE - 2+ years of customer service for a fashion or apparel brand. Not negotiable. - Experience with US customers, and with long delivery times on goods that ship from an outside supplier. - Experience in a store where most of the inbox is problems. Delays, complaints, refund requests and disputes, not simple product questions. Support here is harder than standard customer service and every case has money attached to it. We need someone who has already worked under that kind of pressure. - Experience working with cash back and partial refunds instead of returns. If your previous store simply approved every return request, that is not the experience we need. - Refund and goodwill decisions you made yourself, with numbers you can name. - Daily use of Claude or ChatGPT for customer replies, specifically for polishing drafts. You should be used to taking a generated reply, cutting what is wrong with it and fixing the tone before it goes out. - Gmail and Shopify. Gorgias is a strong plus, it is where we are heading. Excellent English, written and spoken. - A quiet place to work and a stable connection. Every day, not only on the first call. We speak several times a week in the first weeks, so this becomes obvious immediately. If you know your internet or your working environment is not dependable, this is not the role for you. - Minimum 4 hours a day now, weekends included, and the availability to go to 8 hours a day within the next month as we scale, with overlap with US business hours. If you cannot commit to that, this is not the right time to apply. YOUR FIRST WEEK You will be in contact with the founder every day. We go through the hard cases together and corrections are direct. It becomes clear very quickly whether someone is at the level this role needs, and we would both rather know that in week one than in month three. If any part of this post makes you hesitate, keep looking. We would genuinely rather you did. WHAT WE OFFER 5 to 7 US dollars an hour to start, and a clear step up into leading customer service and hiring your own team. On top of that, bonuses are tied to how the company performs. Customer service is one of the biggest levers we have, so when the business grows, you grow with it. Deliver here and you move up fast. HOW TO APPLY 1. Open your proposal with one percentage. A customer paid $59.95 for a dress in our sale, delivery took the usual 14 days, it fits and arrived perfect, and she writes: "The fabric just isn't what I expected. How do I send it back for a refund?" Returns go to our maker overseas at her own expense. We would rather keep the sale. What percentage cash back do you offer her in your first reply? Put that percentage on the very first line, written like this: 0.0%. Then one line on why. This is not the first test of the process. It is simply how we see who read the post. 2. Add a 60 second video, camera on. Introduce yourself, and tell us about your experience in fashion customer service and with fashion dropshipping. Use AI if you like, we use it every day. Generic proposals and untouched AI output are filtered out before anyone reads them. OUR PROCESS Shortlist, a written test with real emails from our inbox, a video call, then a short paid trial. Inside a week. The test is short and it uses real cases. One part asks you to write. Another gives you a finished draft and asks you what is wrong with it. We screen hard, and we pay well for the person who clears it.