Customer Service VA

Customer Service VA – DTC Apparel Brand
Location: Remote
Type: Full-Time
Industry: DTC E-commerce / Apparel

What We’re Looking For:

We’re looking for a skilled Customer Service VA with experience supporting DTC brands in fast-paced e-commerce environments.

What We’re Looking For

We’re looking for a skilled Customer Service VA with experience supporting DTC brands in fast-paced e-commerce environments.

Customer experience is a key part of our brand, and this role requires someone who understands how efficient, high-quality support is delivered daily. You will support the customer service operations, handle customer inquiries, and help maintain smooth workflows while ensuring a great customer experience.

This is a great opportunity for someone who wants to work closely with a real brand and gain hands-on experience in a fast-growing DTC environment. Experience within apparel and fashion is a strong advantage.

Your Role:

-You will support the day-to-day customer support operations and ensure customers receive fast, accurate, and high-quality responses.

-Customer Support Operations

You will be responsible for handling customer interactions, including:

-responding to customer inquiries via email and chat
-managing daily ticket queues
-ensuring timely and helpful responses
-maintaining a high level of customer satisfaction

You should be comfortable working independently and handling a consistent volume of tickets.

Support Systems & Tools:

You should have experience working with customer support platforms such as:

Zendesk
Freshdesk
Gorgias
or similar tools

You should understand how to navigate ticketing systems efficiently and follow established workflows.

KPI Awareness:

You will work in alignment with key customer support KPIs, including:

-response times
-resolution times
-customer satisfaction (CSAT)

You should be aware of performance expectations and consistently aim to meet or exceed them.

Refunds, Exchanges & Order Support

You should have experience handling:

-refunds and exchanges
-order issues and delivery questions
-customer complaints

You will follow company policies while ensuring customers feel supported and understood.

Workflow & Process Support

You will help maintain efficient support operations by:

-following internal processes and guidelines
-flagging recurring issues or customer feedback
-supporting improvements in workflows when needed
-Required Experience

This role requires experience working in customer support for DTC brands.

You should have experience with:

handling customer support tickets
working with support tools (Zendesk, Freshdesk, etc.)
managing moderate to high ticket volumes
handling refunds and exchanges
delivering high-quality customer communication

Strong preference for candidates who have worked with:

-DTC e-commerce brands
-fashion or apparel brands
-fast-paced online businesses

Skills We Value

You should be someone who:

-is organized and detail-oriented
-communicates clearly and professionally
-understands customer expectations in e-commerce
-can work independently and stay productive
-focuses on delivering a great customer experience

What We Offer
-Full-time position
-Competitive salary
-Performance-based bonuses
-Work with a growing DTC apparel brand
-Support a high-performing customer experience team
-Opportunity for long-term growth

How To Apply (Important)

We are looking for detailed applications only.

Your application must include:

Your CV
A list of DTC brands you have worked with
The type of customer support tasks you handled
Which customer support systems you have worked with (Zendesk, Freshdesk, etc.)
Your strengths as a Customer Service VA
Your experience with refunds and exchanges
How you handle high ticket volumes
How you ensure high-quality customer responses

To confirm you read the full posting, include the word:
"DTC"
at the end of your application.

Applications that do not follow these instructions will not be reviewed.