Customer Support Agent – Full-Time, B2B
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Job Description
Customer Support Agent handling inquiries for Italist and HEWI, luxury fashion marketplaces. Providing efficient solutions and maintaining customer satisfaction in a remote environment.
Responsibilities:
- Handle inbound customer inquiries across email and chat
- Resolve issues efficiently and thoroughly, escalating when necessary
- Navigate Shopify and customs admin to look up orders
- Maintain accurate records and follow established SOPs
- Represent two luxury brands with warmth and professionalism
- Collaborate with teammates across time zones
Requirements:
- Hands-on experience in a customer-facing support role
- Calm under pressure, empathetic with frustrated customers, and quick to find solutions
- Ownership Mentality: solving tickets and flagging issues
- Comfortable working independently in a remote environment
- Experience with Gorgias or similar helpdesk tools is a meaningful advantage
- Familiarity with Shopify is a plus
- Fluency in English; additional languages are an advantage
Benefits:
- 20 days of vacation per year
- Fully remote, flexible work environment
- Real exposure to luxury e-commerce operations across two global brands
- A small team where your work is visible, your feedback is heard, and there's room to grow
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