Part-Time Ecommerce Customer Service Representative (Remote)

Goth Cloth Co. is a fast-growing alternative fashion and swimwear brand serving customers worldwide. We specialize in unique, made-to-order apparel and swimwear designed for people who embrace individuality, self-expression, and a little bit of spooky energy. As we've grown, we're looking for a detail-oriented and empathetic Customer Service Representative to help provide an outstanding experience for our customers. Position Overview We're seeking a part-time Customer Service Representative to assist customers via email, social media messages, and customer support platforms. This role is ideal for someone who enjoys helping people, can communicate professionally while maintaining a friendly brand voice, and is comfortable working independently. Experience with ecommerce customer service is strongly preferred. Responsibilities Respond to customer emails and support tickets Assist customers with order status updates Process returns, exchanges, store credits, and refunds Help customers with sizing recommendations Resolve shipping and tracking issues Handle damaged, defective, missing, or incorrect item claims Respond to social media customer inquiries and comments Escalate complex issues when necessary Maintain a positive, professional, and empathetic tone in all communications Follow established policies while using good judgment to create positive customer experiences Requirements Excellent written English communication skills Prior ecommerce customer service experience Strong attention to detail Ability to handle difficult customer situations professionally Comfortable learning new software and processes Reliable internet connection Ability to work independently with minimal supervision Bonus Experience: Shopify Redo Returns Klaviyo Meta Business Suite Alternative fashion, swimwear, apparel, or ecommerce brands Schedule: Part-time Approximately 10–20 hours per week to start Flexible scheduling preferred Some weekend availability is a plus during peak season What Success Looks Like: Fast, friendly, and accurate customer responses High customer satisfaction Consistent application of company policies Ability to de-escalate customer concerns Helping customers feel heard and supported Please include: A brief introduction about yourself Relevant ecommerce customer service experience Platforms you've used (Shopify, Gorgias, Zendesk, etc.) Your hourly rate An example of how you would respond to an upset customer asking why their order hasn't shipped yet We look forward to hearing from you. 🖤