Warm & Crafty Customer Support Agent

Customer Support Agent

About Us:
Our mission is to make the world a brighter place by spreading kindness through the simple joy of baking, knitting, and crocheting. We publish a heartwarming print newspaper that ships to readers around the world. We’re a growing, mission-driven company that values warmth, integrity, and clear communication—and our customer support team is at the front lines of meeting with care and kindness when they reach out to us for help.
We’re now looking for a kind, reliable, and resourceful Customer Support Agent to join our team. If you care deeply about helping people, love solving problems, and want to support a community centered around creativity and kindness, we’d love to hear from you!

Role Overview:
As a Customer Support Agent, you'll be the first line of care for our readers. You'll respond to customer inquiries with empathy, professionalism, and efficiency—ensuring each interaction is an opportunity to make someone’s day better. You’ll use tools like Gorgias, Shopify, and ClickUp to manage tickets, orders, and workflows. While experience is great, we’re most excited about people who bring strong communication skills, critical thinking, and a genuine desire to help.
This is a part-time remote role (starting at ~20 hours/week) with the potential to grow into a full-time position.

Key Responsibilities:
Note: Experience is a nice to have—not a need to have. The most important traits are self-direction, kindness, and the ability to learn quickly and think critically.

- Strong command of the English language. You must be able to read and write fluently - and understand nuances in conversation.

- The ability to improve upon AI generated responses. AI is a great tool. However, we’re hiring to have a person that can bring warmth and understanding to our customer support team. If you’re leaning on AI and unable to understand where it is right or wrong and improve upon it in your responses to customers, then this role will not be a good fit. Please do not waste your or our time if you’re not confident in your English fluency or ability to improve upon AI generated responses.

-Respond to customer inquiries across email and support platforms using brand-aligned, empathetic language

-Resolve issues related to shipping, orders, subscription management, and general product questions

-Follow and improve upon documented procedures while maintaining flexibility to adapt to new situations

-Use internal tools like Shopify, Gorgias, and ClickUp to manage customer support workflows

-Communicate proactively with the operations team about customer trends and feedback

-Handle occasional emotionally charged messages with calm, professionalism, and patience

-Contribute to ongoing FAQ updates, documentation, and process improvements

-Work synchronously between 9AM–12PM EST and asynchronously to complete your remaining hours.

- Ability to work on weekends.


What You’ll Bring:
- A warm, thoughtful communication style with strong written English skills

- Exceptional attention to detail—especially in managing orders, dates, and customer records

- A calm, solution-focused mindset when handling customer issues

- Comfort using helpdesk software (Gorgias experience a bonus)

-Ability to follow established policies while exercising judgment and empathy

-Familiarity with Shopify and ClickUp (preferred but not required)

-A tech-savvy and resourceful approach to problem solving and learning

-A belief that kindness, accountability, and clear communication create the best work environment



Why Join Us?
-Work remotely on a flexible schedule

-Join a joyful, purpose-driven team that genuinely cares

-Help build something delightful for readers who love to create and spread kindness every day

-Grow with a company that values people over process and kindness over ego


How to Apply:
To apply, please submit the following:
Your resume

A brief cover letter answering:
-- Why do you want this role, and what makes you the best fit?
-- Use "heart counts" in your cover letter
-- Describe a time you resolved a customer issue with empathy and clarity


A link to a 2–3 minute Loom video introducing yourself and sharing how you’d bring value to this role

Use the subject line “Kindness Is Me – Customer Support Agent Application” in your cover letter.

We can’t wait to meet the next kindhearted voice of our support team. If you’re ready to help make someone’s day, every day, apply now!