[Hiring] Customer Support Contractor @Smithey Ironware Company

Role Description

Smithey Ironware is contracting for experienced support capacity that can step in quickly, work independently, and requires no ramp-up or training. This engagement covers seasonal customer support from October through January, when customer volume rises sharply through the holidays.

• Respond to customer inquiries by phone, email, and SMS.
• Resolve product questions, order concerns, returns, tracking requests, and exchanges.
• Produce written replies that are clear, warm, and personal, composed for each customer rather than generated or templated.
• Work in Smithey's Shopify, help desk, returns, and phone platforms to manage tickets and orders.
• Maintain accurate records of customer interactions in those systems.
• Commit to weekly coverage volume and coverage windows agreed with Smithey at the start of the engagement, including elevated coverage in the weeks around Thanksgiving and the December holidays.
• Determine your own working hours and daily schedule within those agreed windows.

Qualifications

• Prior customer service experience in a direct-to-consumer or ecommerce environment.
• Hands-on experience with help desk or ticketing systems (Zendesk, Gorgias, Re:amaze, or similar).
• Familiarity with Shopify.
• Excellent written communication skills.
• Confidence composing clear, kind, helpful replies from scratch.
• Comfortable and professional on the phone.
• Self-directed and reliable, able to work independently in a remote setting with minimal oversight.
• Available for the full October through January term.

Requirements

• This is a 1099 contract engagement rather than employment.
• The contractor supplies their own computer, headset, and internet connection.
• Sets their own hours within agreed coverage windows.
• Invoices Smithey for hours worked.
• Is free to take on other clients during the term.

Benefits

• Flexible working hours within agreed coverage windows.
• Opportunity to work independently in a remote setting.