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.
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
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
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