E-commerce Customer Support Agent (Shopify/DTC)

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.

We're looking for someone with 3+ years of high-volume e-commerce support experience, excellent English, and hands-on experience with subscription-related tickets (cancellations, saves, refunds, failed payments). The ideal candidate has worked at DTC brands, understands first-contact resolution, and can handle heavy volume without sacrificing quality or brand voice. Speed is the single most important trait for this role.

Who are we?

KittySpout is a premium DTC brand selling stainless steel cat water fountains, filters, and accessories. We sell across Shopify, Amazon, and Chewy, and we're one of the fastest-growing brands in the pet space in 2026. We recently launched DoggySpout, expanding into an entirely new vertical and customer base. We're lean, we move fast, and every person on this team has a massive impact on the business.

What is our culture like & who is a good fit?

Culture-fit is our #1 factor when hiring — even for contract roles.

We are a fast-moving, data-driven team with no corporate politics. Everyone is hands-on, and if something needs doing, you do it — regardless of whether it's "in your job description." We value speed, ownership, and people who overdeliver without being asked. This is not a 9–5 corporate role, and this role in particular exists because we're in a high-volume period: we need someone who sees a full queue as a challenge to beat, not a reason to stress.

The right person for this role is fast, self-directed, and reliable. You'll get clear policies, macros, training and a well-organized helpdesk — and then we'll trust you to run your queue without hand-holding. You won't be micromanaged, and you won't be waiting around for approvals. Support is the voice of our brand, and we treat great agents accordingly: your CSAT and resolution numbers get seen, and strong performance here is the direct path to a permanent full-time seat on the team.

Our core values: Work Smart. Overdeliver. Speed is King. Better Every Day.

Key Objectives

• 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 — this is not a "learn on the job" situation given the timeline.

• 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.

Requirements

• Fully remote.

• Available to start within 1–4 days and commit 30–40+ hours per week for the next several weeks.

• Fluent English, written and spoken — professional or native level. This is non-negotiable.

• 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. Gorgias/Zendesk experience is a plus, but Richpanel or Commslayer proficiency means you start faster.

• Direct experience handling subscription-related tickets (billing, cancellations, saves, chargebacks).

• Speed & Accuracy: fast typing, comfortable navigating multiple tabs/tools simultaneously.

• No issue working overtime or weekends when needed — we're in a high-volume period and that's exactly why this role exists.

• Excellent cultural fit as per our values above.

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. With 100+ tickets a day, success demands efficiency — macros/templates combined with quick personalization.

• You thrive on frequent meetings and constant collaboration. This is a high-autonomy, heads-down role where you work the queue independently for most of your shift.

• You struggle with fast-paced changes. Policies and promotions can change overnight, and you must pivot and learn new protocols instantly without frustration.

• You can't start this week. We are onboarding immediately — if your earliest start is 2+ weeks out, this isn't the right posting for you.
  

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.

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.