[Hiring] E-commerce Customer Support Agent @KittySpout

Role Description

KittySpout is looking for experienced Customer Support Agents to join our team on an hourly contract basis — starting within the next 1–4 days!

We're working through a high volume of tickets and need proven, fast, experienced agents who can jump in immediately with minimal ramp-up. You'll manage customer interactions across Email, and turn frustrated customers into brand advocates with fast, empathetic, effective solutions.

To be clear upfront: this is hourly contract work, 30–40+ hours per week for the next several weeks. If you perform at a high level, there is a real opportunity to convert into a permanent full-time position on the team.

The ideal candidate has:

• 3+ years of high-volume e-commerce support experience
• Excellent English
• Hands-on experience with subscription-related tickets (cancellations, saves, refunds, failed payments)
• Experience at DTC brands
• Understanding of first-contact resolution
• Ability to handle heavy volume without sacrificing quality or brand voice

Speed is the single most important trait for this role.

Qualifications

• Fluent English, written and spoken — professional or native level
• 3+ years of Customer Support experience for DTC e-commerce brands
• Proven hands-on experience with Richpanel and/or Commslayer (this is our helpdesk) and Shopify
• Direct experience handling subscription-related tickets (billing, cancellations, saves, chargebacks)
• Speed & Accuracy: fast typing, comfortable navigating multiple tabs/tools simultaneously
• Excellent cultural fit as per our values

Requirements

• Resolve a high volume of tickets (100+ tickets per day) while maintaining a friendly, helpful tone
• Handle subscription tickets — cancellations, saves, refunds, failed payments — confidently and according to policy
• Apply problem-solving principles to resolve shipping, product, and technical issues autonomously
• Operate with a high degree of autonomy, managing your queue efficiently to meet SLA deadlines without hand-holding
• Hit the ground running in Richpanel, Commslayer and Shopify from day one
• Ensure every interaction meets our quality standards, minimizing follow-ups and escalations
• Maintain clear, proactive communication with the operations team to report recurring product issues or shipping delays
• Fully remote
• Available to start within 1–4 days and commit 30–40+ hours per week for the next several weeks
• No issue working overtime or weekends when needed

Benefits

• Compensation: USD $7–$9 per hour, based on experience and expertise
• 30–40+ hours per week to start
• Top performers have the opportunity to convert to a permanent full-time role

KPIs You Will Own

• Daily Ticket Quota: consistent resolution of 100+ assigned tickets per day
• Average Response Time: under 1 hour during shift
• CSAT Score: maintain 4.8/5.0 or higher

This Role Is Not For You If

• You are a perfectionist who spends 20 minutes drafting a single email
• You thrive on frequent meetings and constant collaboration
• You struggle with fast-paced changes
• You can't start this week

How Our Hiring Works & How We Operate

We are moving extremely fast on this role. The process: submit the application, and if you're a strong fit we'll reach out within 24 hours for a single interview covering technical skills (mock tickets) and culture fit. We aim to have you onboarded and working tickets within 1–4 days of applying. We pride ourselves on timely responses — we won't leave you hanging.

Once you start, we'll define your KPIs and targets together, so there's zero ambiguity about whether you're doing a good job.