Customer Support Agent

About This Role

You'll be the first point of contact for our customers: answering questions, resolving issues, and making sure every interaction leaves them feeling heard and taken care of.

This is a fully remote role. You'll work closely with a small, tight-knit CS team and be expected to bring professionalism, empathy, and a real sense of ownership to every ticket you touch.

What You'll Do

• Handle inbound customer inquiries across email and chat through Gorgias, our customer support platform — covering order status, returns, shipping, sizing, and everything in between — for either Italist or HEWI

• Resolve issues efficiently and thoroughly, escalating to the team lead when a situation calls for it

• Navigate Shopify and our customs admin to look up orders, track shipments, and assist with post-purchase queries across both stores

• Maintain accurate records and follow established SOPs, while flagging anything that seems broken or improvable

• Represent two luxury brands with warmth and professionalism in every customer interaction

• Collaborate with teammates across time zones to ensure consistent coverage and quality

About You

• You have hands-on experience in a customer-facing support role — e-commerce or fashion experience is a plus

• You're calm under pressure, empathetic with frustrated customers, and quick to find solutions

• Ownership Mentality: You don't wait to be told what to do. If a ticket needs solving, you solve it — and if something keeps going wrong, you flag it rather than work around it quietly

• You're comfortable working independently in a remote environment with minimal hand-holding

• Experience with Gorgias or similar helpdesk tools (Zendesk, Freshdesk) is a meaningful advantage; familiarity with Shopify is a plus

• You're fluent in English; additional languages (Italian, French, German, Arabic, Japanise) are a genuine advantage given our customer base

• You're okay with some structure and some ambiguity — startups are a mix of both