Customer Service Representative (Remote, Part-Time)

We're a fast-growing women's fashion brand serving customers across Canada. We're known for our minimalist, premium aesthetic and a shopping experience that feels elevated from browse to unboxing. As we scale, we're looking for a Customer Service Representative to be the friendly, reliable voice of our brand for our customers.
About the Role
You'll be the main point of contact for customer questions, order support, and general inquiries — helping ensure every customer interaction reflects the quality and care behind our brand. This is a remote, part-time role with flexible hours, ideal for someone detail-oriented, proactive, and comfortable working independently.

What You'll Do

Respond to customer inquiries via email , live chat, and social media (DMs/comments) in a timely, friendly, and professional tone
Handle order-related questions: shipping status, delays, returns, exchanges, and cancellations
Resolve customer complaints and escalate complex issues when needed
Process returns/refunds/exchanges through Shopify in line with store policy
Track recurring issues or customer feedback and report patterns back to the team
Maintain a positive, on-brand tone across all customer touchpoints
Occasionally assist with FAQ updates, canned response templates, and help center content

What We're Looking For

Fluent written English (Canadian market — clear, natural, professional tone)
Prior experience in customer service, ideally in e-commerce or retail
Familiarity with Shopify (or willingness to learn quickly)
If you've read this far and you're genuinely interested, write the word tomato in all caps somewhere near the top of your application, along with your CV
Strong written communication skills and genuine empathy for customers
Organized, self-motivated, and comfortable managing your own workload remotely
Available to cover a consistent daily/weekly schedule, including weekend coverage as needed

Details

Type: Part-time / Freelance, remote
Hours: Flexible, to be agreed upon (with reliable weekly availability)
Start: Immediate