Epoch Brands

Provide first-line customer support via email, chat, and social media, troubleshoot order and product issues, assist with returns and warranties, document feedback, and collaborate with teams to ensure customer satisfaction. | At least 2 years of customer support experience for a DTC brand, strong communication and organizational skills, familiarity with customer service platforms, and ability to work independently in a remote environment. | About Us Epoch Brands is a holding company with multiple direct-to-consumer (DTC) brands in our portfolio. Each of our brands is centered around inspiring people to enjoy the outdoors, stay active, and live healthier lives. From outdoor gear to lifestyle products, we focus on quality, customer satisfaction, and building lasting relationships with our communities. We’re a small, passionate team and are looking for someone who loves problem-solving, cares deeply about customers, and is excited to work across multiple growing brands. The Role We are seeking a Customer Experience Associate to join our team on a part-time, contract basis. You’ll be the first line of support for our customers, helping to ensure every interaction is smooth, helpful, and positive. This is a fully remote role and will require a flexible schedule to cover customer inquiries across different time zones. Responsibilities • Respond to customer inquiries across email, chat, and social media in a timely and empathetic manner. • Troubleshoot order, shipping, and product-related issues while providing solutions that build trust and loyalty. • Assist with returns, exchanges, and warranty requests through our e-commerce platforms (Shopify, Amazon, etc.). • Document customer feedback and recurring issues to help our team improve processes and product quality. • Collaborate with operations and marketing teams to ensure consistent brand voice and customer satisfaction across all touchpoints. • Represent all Epoch Brands with professionalism, warmth, and a problem-solving mindset. Qualifications • 2+ years of customer experience or customer support work for a direct-to-consumer (DTC) brand. • Excellent written and verbal communication skills. • Strong organizational skills and attention to detail. • Experience working with customer service platforms (e.g., Gorgias, Zendesk, or similar). • Familiarity with Shopify and Amazon Seller Central is a plus. • Self-motivated and comfortable working independently in a fully remote environment. • Passion for the outdoors, active lifestyles, or wellness industries is highly preferred. Details • Position Type: Part-time, Contract • Compensation: Paid hourly, based on experience • Location: Remote (U.S. preferred) Job Types: Part-time, Contract Pay: $18.00 - $24.00 per hour Expected hours: 15 – 30 per week Benefits: • Flexible schedule • Work from home Experience: • Customer Support: 2 years (Required) Language: • English (Required) Work Location: Remote