Weekend Customer Support Specialist — Email (Part-Time, Long-Term)

Company: Slipcover Shop — Woodside, Queens, New York, USA Pay: $7 – $9 USD/hour (approx. $280 – $360/month at 10 hrs/week) Type: Part-time, ~10 hrs/week, long-term Days: Friday, Saturday, Sunday Hours: Fully flexible — work your own local daytime hours

About us
We're a small custom sewing shop in Queens, New York. We've been making made-to-order slipcovers and cushion covers for American homes for over 20 years. Everything is cut and sewn to each customer's own measurements — no two orders are the same.

We're not a call center and we're not trying to become one. We're a handful of people who care a lot about getting orders right. Our customers are mostly older — many in their 70s and 80s — and they're often replacing covers on a sofa they've had for decades. They deserve patience and a real answer, not a script.

The role
Our weekday team is covered. We need someone to watch the sales inbox Friday through Sunday.

Most routine email s are already handled automatically by our AI support system — order status, shipping questions, basic product info. Your job is not to type out every reply. Your job is to be the human in the loop:

*Review what the AI is sending and catch anything that's inconsistent with our product offerings or policies
*Escalate anything that needs our US team on Monday, with clear notes
*Help customers make good choices, without a "hard sell" (it's about pointing them to the right product for their needs)

This is a small number of hours, but they're high-judgment hours. Roughly 3 hours a day across the three days, split however you like — we care that no customer waits more than 12 hours for a real response, not that you're online at any particular time.

You'll work in a custom email tool we built in-house. It's simple and fast — no clunky enterprise software to fight with.

What we're looking for (job requirements):

*Excellent written English. When you do write, it needs to sound warm and natural, not stiff or formal. Excellent verbal communication (via phone) can also lead to increased hours and opportunities in the future.
*2+ years in customer support, ideally email -based
*Willingness to deeply understand our product offerings and where and how to access the right answers for our customers. We're a specialized business; while we have a lot of tools, some on-the-job training is required to understand what we can and can't do, so that we deliver accurate answers to customers who need help.
*Genuine patience with non-technical customers. Many will describe problems or issues that might not make immediate sense, so it takes someone who can ask the right questions and work to understand what they need.
*Reliable internet and a quiet place to work
*Available 3pm-10pm EST, Friday - Sunday. This is not a role you can shift to weekdays.

Nice to have:

*Experience reviewing or correcting AI-generated support responses
*Ecommerce or Shopify experience
*Any background with custom-made goods.

Why this might suit you
This works well if you already have weekday work or study and want steady, low-volume weekend income from a stable employer. It's a real long-term seat, not a one-off gig — we want the same person here in three years, because the person who's seen a thousand of our customers' email s is worth far more than a new hire.

What we offer
$8 – $10 USD/hour depending on experience, paid twice monthly via Wise
Year-end bonus
We're flexible about swapping weekends when you need one off, with notice
A raise review at 6 months and annually after
Direct access to the owner. No layers of management.
If our volume grows, first refusal on additional hours

How to apply
Please do these three things — applications missing any of them won't be reviewed:

Put "SOFA ARMS" in your subject line. This tells us you read the whole post.

Answer this in your own words (3–5 sentences, no AI writing tools):

It's Saturday afternoon. A customer email s: "The cover came yesterday and it's just too loose on the arms. I followed your instructions. I'm very disappointed and I'd like to send it back."

Write your reply to her.

Tell us briefly: what's one situation where you'd escalate to a manager rather than answer yourself, and why?

Shortlisted candidates will be invited to a paid trial task (2 hours, paid at your full rate) using real anonymized customer email s, followed by a short video interview.

We read every application. Thank you for taking the time.