Customer Support Specialist – DTC Brand

We're looking for a Customer Support Specialist who understands DTC customers and can handle inquiries across email, live chat, and Zendesk with speed and care. You'll be the first line of contact for our customers, solving problems and turning potential frustrations into positive experiences.​

Respond to customer inquiries via email and live chat within expected response times, maintaining a friendly and solution-oriented tone. Handle order issues including tracking, shipping delays, returns, exchanges, and refunds according to company policies. Troubleshoot product questions, sizing concerns, and usage guidance based on customer needs. Manage tickets in Zendesk from creation through resolution, ensuring nothing gets missed and all follow-ups are completed. Identify patterns in customer complaints or questions and flag them to the team for potential product or process improvements. Maintain accurate records of all customer interactions and resolutions in the support system. Escalate complex or sensitive issues to management when appropriate.​

2+ years of customer support experience specifically with direct-to-consumer e-commerce brands. Strong working knowledge of Zendesk. Experience managing high volumes of customer inquiries across multiple channels simultaneously. Excellent written communication skills with ability to convey empathy and solutions clearly. Problem-solving mindset and ability to think on your feet when policies don't cover every situation. Patience and professionalism when dealing with frustrated or upset customers. Comfortable working independently in a remote environment with minimal supervision. Availability to work flexible hours including some evenings or weekends depending on peak periods.​