Customer support

Customer Support Specialist (Fashion E-commerce | United States)
Part-time | Remote | Long-term collaboration
Are you an experienced Customer Support professional who loves e-commerce and fashion?

We’re a growing US-based fashion e-commerce brand looking for a reliable, professional, and human-minded support specialist to care for our customers with warmth and precision.
About the Role
You’ll handle daily customer emails from American customers — ensuring every message feels personal, polite, and on-brand.
You’ll reply in English, so you need to have a good command of English and communicate directly with the company owner in English (you'll also need some practical skills with the Deepl app, in case you get stuck sometimes, but you need to be able to speak English well on your own).
Customer emails are handled through Gmail (Google Workspace / G-Suite), so you should be comfortable working within Gmail to organize and reply to customer communication efficiently.
This is a part-time role (around 30–60 minutes per day), with the potential to grow significantly as our brand expands — so flexibility is highly appreciated.
Beyond replying to emails, we are looking for someone who understands customer experience within fashion e-commerce and can actively help improve our customer support systems and workflows over time.
Your Responsibilities
Reply to customer emails in English.
Communicate internally and report updates in English.
Handle questions about orders, shipping, returns, exchanges and payments.
Follow our brand’s tone of voice and service guidelines (you can find them in the policy’s on the website).
Identify common customer issues and share insights to improve workflows.
Help improve standard responses and support templates based on recurring customer questions.
When recurring issues occur with specific clothing items (for example sizing issues, defects or shipping questions), you should flag these internally and if needed help contact the supplier so problems can be solved faster.
If necessary, you may be added to a WhatsApp group with the supplier, where you can communicate directly regarding recurring product or order issues.
What We’re Looking For
Proven experience in e-commerce customer support, ideally within fashion.
Experience with Fashion ecommerce and customer support.
Experience working with Shopify stores and understanding how orders, returns and exchanges work within Shopify.
You have worked for larger or established e-commerce brands before and can show proof (references, screenshots, or portfolio links).
Excellent English communication skills (for internal communication). English must be at a professional working level.
Confident using DeepL Translate to write in English.
Reliable, detail-oriented, and self-sufficient worker.
Flexible — role starts small (30–60 min/day) but may grow quickly as the brand expands.
We are looking for someone who can bring experience and knowledge, and ideally teach us things about how strong customer support systems are built within US-based fashion e-commerce brands.
What We Offer
Long-term collaboration with a growing US-based fashion brand.
Work remotely and independently, with trust and freedom.
Warm, down-to-earth and human company culture.
Opportunity to grow alongside the brand’s expansion in the near future.
Potential opportunity to grow into a larger role as the company expands.


How to Apply
Please include in your application:
A short introduction about yourself.
Your experience in fashion or e-commerce support.
Proof of past work with established e-commerce brands.
Your availability and expected hourly rate.
Examples of brands you have worked with before.
One thing you believe most fashion e-commerce brands could improve in their customer support.
A short example reply to the following customer email:
"Hi, I ordered a dress 8 days ago but haven't received any shipping updates yet. Can you please help?"
If possible, please also share a basic overview of standard customer support flows or templates you have used before for situations like:
• Order status questions
• Delayed shipping
• Return requests
• Size exchanges
• Refund requests
This helps us understand your experience with customer support systems and workflows.

Hiring Process
If we believe there could be a good match, we will send you a Loom video explaining our workflow and processes.
After you confirm that you have watched the Loom video, we will schedule a short call to discuss whether we are a good fit to work together.
Final Note
To confirm that you have fully read this job post, please start your application with the word:
Pineapple
Applications without this word will not be reviewed.