Customer Service Representative (E-commerce, Apparel) job opportunity at Activate Talent.

Home Jobs In Costa Rica Tag: Apparel) Customer Service Representative (E-commerce, Apparel) position at Activate Talent


Date2026-01-08T19:59:30.990Z bot
Activate Talent Customer Service Representative (E-commerce, Apparel)
Experience: 2-years
Pattern: Part-time
Country:
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Status:

Apparel)

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Costa Rica

Customer Support Representative Part-Time, Hourly | Scalable Coverage Overview We are seeking a high-quality customer support representative to provide responsive, culturally fluent, and flexible customer support for a premium DTC brand. The ideal candidate can scale coverage up during key product launches and marketing moments , while remaining lean during quieter periods. Billing will be hourly , and weekly schedules will be shared at least one week in advance whenever possible . Initial Staffing Model Candidate with consistent weekend availability Approximately 20–35 hours per week (total) Schedules shared one week in advance Hours may fluctuate based on: Product launches Promotions Press and influencer activity Scope of Work & Responsibilities Customer Support & Communication Manage customer inquiries via email and chat in Gorgias Deliver a warm, empathetic, premium, and brand-aligned tone in all interactions Handle order-related inquiries, including: Shipping and delivery issues Returns, exchanges, and refunds Fit, sizing, and product questions Escalate sensitive, VIP, or reputation-sensitive cases promptly and appropriately Operational Excellence Flag recurring issues, trends, and customer pain points Maintain a consistently high standard of ticket quality, accuracy, and documentation Follow established workflows, escalation paths, and brand guidelines Launch & Peak Coverage Support Flex coverage during: Product drops Major marketing moments Press or influencer-driven traffic Provide rapid response during high-volume windows Support light social DM triage during launches if required (support-related inquiries only) Service Level Expectations (SLAs) Email response time during launch periods: within 24 hours Email response time during off-peak periods: within 48 hours Consistent adherence to: Brand tone and voice Quality standards Escalation protocols High attention to detail, accuracy, and discretion due to the brand’s public profile Exceptional written English proficiency ( near-native level required ) Strong understanding of US customer expectations, tone, and cultural context Minimum 2+ years of customer support experience , preferably in DTC or fashion Hands-on experience using Gorgias High judgment, professionalism, and comfort supporting a high-profile brand Ability to follow detailed workflows while adapting in a fast-moving environment Bonus Qualifications Experience with apparel fit, sizing, or lingerie/intimates categories Experience supporting product launches or high-volume drops

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