Customer Support Agent | Fast-Growing D2C E-commerce Brand | Full-Time

This role is for someone who can own customer conversations end to end, protect the reputation of a fast-growing brand, and help build the support systems that make that reputation repeatable as volume climbs.

The Role

We’re looking for a Customer Support Agent with proven experience inside a 7-, 8- or 9-figure e-commerce brand.

You need to understand brand reputation, not just ticket closing.

Our existing support lead handles the current queue and will hand over process, tone and tooling. Your job is to take real ownership of your share of the conversations:

Answer every ticket in the brand voice, not in generic support language.
Resolve the actual problem, not just the message in front of you.
Spot the pattern behind repeat tickets and flag it upstream.
Turn an unhappy customer into someone who recommends us.
Protect response time and resolution quality as volume grows.
Improve the process rather than simply following it.

The goal isn’t to clear the inbox. The goal is that every single person who contacts us walks away with the best experience we’re capable of giving them.

What You’ll Own

You’ll own a full share of the daily support queue across email and social channels, alongside the rest of the support team.

Your responsibilities will include:
Handling customer enquiries across email , social DMs and comments.
Order issues: tracking, delays, address changes, damaged or missing items.
Refunds, replacements and exchanges, within the brand’s policy and tiers.
Pre-purchase questions where the customer needs help d ---------- .
Escalations and difficult conversations, handled calmly and without defensiveness.
Maintaining accurate notes so any teammate can pick up a thread cold.
Reviewing and improving canned responses and macros as the product range changes.
Writing and maintaining support SOPs as the team and the ticket volume grow.
Flagging recurring issues to the operations and product side with the evidence behind them.
Supporting review and reputation workflows so happy customers actually leave feedback.
Hitting response time and satisfaction standards consistently, not occasionally.
Taking ownership of the customer outcome rather than passing it along.
Who We’re Looking For

Non-negotiables

Proven customer support experience with a successful DTC/e-commerce brand, ideally at 7-, 8- or 9-figure scale.
Hands-on experience using CommSlayer. This is a requirement, not a preference.
Hands-on experience with Shopify, plus any additional support platform such as Gorgias, Zendesk or Reamaze.
Excellent written English. Clear, warm, natural, never robotic.
Strong knowledge of standard e-commerce support situations: shipping, fulfilment, returns, chargebacks, disputes.
Highly collaborative. You communicate proactively with teammates rather than working in silence.
Ability to hold quality at volume, especially on a heavy day.
Comfortable writing process documentation, not only using it.
Genuinely invested in the long-term vision of the brand you work for.
Full-time availability, 40+ hours per week, with reliable internet and a quiet working setup.
The mindset

We’re looking for someone who is:

Genuinely warm toward customers, including the difficult ones.
Extremely reliable.
Proactive rather than reactive.
Comfortable taking ownership of an outcome.
Curious about why a customer is unhappy, not merely how to close the ticket.
Interested in building a support function, not just working a shift in one.
Excited by a fast-moving environment where standards continue to rise.

If you need a script for every situation before you can reply to a customer, this isn’t the right role.

What Great Looks Like

A great support agent on our team doesn’t read a message and ask:

“Which macro do I send here?”

They ask:

“What does this person actually need from us to feel looked after?”

If a template covers it, use it.

If it doesn’t, write the reply the customer deserves.

If the same issue reaches us three times in a week, say so and fix the cause.

You should be thinking about:

What is this customer really worried about underneath the question?
Is my reply solving it, or just acknowledging it?
Would I be happy receiving this message?
Where is the friction that created this ticket in the first place?
Could this have been prevented upstream?
Is there anything I can do here beyond the minimum?
Does this person now think more of the brand, or less?
What should we write down so nobody has to solve this from scratch again?
Building The Support System

SOP building is a core part of this role, not an optional extra.

You should be comfortable documenting and improving process across areas such as:

Standard response libraries and tone guidelines
Refund, replacement and exchange decision trees
Shipping and tracking escalation steps
Chargeback and dispute handling
Review and reputation workflows
Handover notes and shift documentation
Reporting on ticket volume, themes and resolution time
Onboarding material for the next person who joins the support team

We want to see examples of process you’ve actually built or improved, and the difference it made.

Output & Working Rhythm
Full-time, 40+ hours per week.
Daily queue ownership with agreed response time standards.
Close communication with the rest of the support team and with operations.
Weekly reporting on themes, recurring issues and anything that needs fixing upstream.
High standards for both speed and quality of reply.

We care about throughput, but volume without care is not the goal. We want someone capable of building a repeatable workflow that delivers both.

Growth Opportunity

This is intended to be a long-term position.

For the right person, there is a clear opportunity to grow into:

Customer Support Lead, owning standards, SOPs and onboarding for future support hires.
A wider operations or customer experience role, if you show the judgement for it.

We’ll actively train you in our systems, our voice and our standards while you work with us. We want someone who wants to compound their skill set and grow with the business rather than stay at the same level.

Team Environment

You’ll be joining a fast-growing DTC e-commerce brand with a highly driven team.

We’re ambitious about where we’re taking the brand, and customer experience is one of the most important reasons customers choose us and tell other people about us.

That means this role comes with real ownership and real expectations.

Only apply if you’re genuinely excited by a fast-moving, high-performance environment and want to take responsibility for an area that directly impacts the reputation and growth of the company.

Application Process

Start your application with the word “RESOLVED”

If your application doesn’t begin with that word, we’ll assume you haven’t read the full brief.

Then include:

A short introduction and the DTC/e-commerce brands you’ve supported.
The support platforms and tools you’ve used, and what you used each for, including how long you’ve worked in CommSlayer and what you handled inside it.
Your typical daily ticket volume and average response time in your last role.
A brief explanation of your goals for your own development over the next 1 to 2 years.