Customer Service Representative (Luxury Clothing Brand)

SupportNinja is seeking a Customer Service Representative II to serve as an extension of a luxury clothing brand. The role provides personalized non-voice support across email, live chat, and social media, resolves complex customer concerns, supports retention, and surfaces customer feedback and trends.

Responsibilities:

• Provide customer support through email, live chat, and social media
• Respond to customer inquiries promptly, professionally, and thoughtfully
• Deliver knowledgeable, personalized, and brand-appropriate customer service
• Maintain a consistent tone and voice across all customer interactions
• Build genuine connections with customers while representing the brand authentically
• Handle escalations and complex customer situations with confidence, empathy, and good judgment
• Support VIP and high-value customers with a high level of care and attention
• Research customer concerns and provide accurate, effective solutions
• Take ownership of issues from initial contact through resolution
• Escalate complex or sensitive concerns appropriately
• Identify recurring issues and customer trends that may require operational attention
• Engage with customers through social media and respond to customer questions, comments, and concerns
• Represent the brand appropriately across social channels
• Adapt communication based on the customer, platform, and situation
• Maintain a strong understanding of the brand's customer demographic
• Create positive, personalized interactions that strengthen customer loyalty
• Consistently understand and mirror the brand voice across all channels
• Create meaningful customer experiences that feel authentic to the brand
• Support customer retention and overall satisfaction
• Recognize opportunities to turn challenging customer interactions into positive experiences
• Proactively share customer feedback, trends, and insights with the team
• Meet campaign KPIs, quality standards, and service-level expectations
• Maintain accuracy and attention to detail across all customer interactions
• Follow client processes, policies, workflows, and brand guidelines
• Work effectively with internal teams and client stakeholders
• Operate independently and take ownership of customer concerns
• Exercise sound judgment when making customer-focused decisions
• Adapt to changing processes, priorities, systems, and campaign requirements

Requirements:

• Strong e-commerce and DTC customer support experience
• Proven experience handling escalations and complex customer concerns
• Experience supporting VIP, high-value, or priority customers
• Experience working in a fast-paced customer experience environment
• Experience identifying customer trends and proactively surfacing feedback
• Hands-on social media customer engagement experience is highly important
• Experience responding to customer questions, comments, and concerns across social platforms
• Excellent written English and strong communication skills
• Ability to understand, adopt, and consistently mirror a brand's voice
• Ability to communicate naturally while maintaining professionalism and empathy
• Strong understanding of e-commerce customers and their expectations
• Ability to represent a brand authentically and build meaningful customer relationships
• Strong judgment and the ability to make thoughtful decisions when handling complex situations
• Comfortable working with autonomy and minimal supervision
• Strong problem-solving and critical-thinking skills
• Ability to take ownership of customer concerns and see them through to resolution
• Calm, empathetic, and professional when handling difficult customers or high-pressure situations
• Experience with fashion, apparel, lifestyle, retail, or culturally driven DTC brands is highly preferred
• Experience with customer support and e-commerce platforms is preferred, particularly:
• Gorgias – current customer support platform
• Gladly – familiarity is a plus, as the campaign may transition to Gladly
• Shopify
• Fulfillment, inventory, or order management platforms
• Social media platforms and customer engagement tools
• Email and ticketing platforms
• Live chat platforms
• Remote communication and collaboration tools