Customer Support Agent

Job Description

About Arc

Arc is a rapidly expanding luxury tech brand specializing in minimalist phone cases, notably the Arc Pulse. Throughout 2026, we are extending our product family with new hero products, built with obsessive attention to craft, precision engineering, and designs that disappear until needed.

We are a team of inventors, makers, and dreamers from across the world, united by craftsmanship and ambition. We value learning from each other, taking ownership, and producing work we are proud of.

Role Overview

You will be the human voice of Arc. As a Customer Support Agent, when a customer reaches out, you embody the brand. You will respond to emails, social DMs, Amazon messages, and reviews across several platforms, working in Gorgias with MinimalAI as your assist layer. You will ensure issues are resolved completely the first time, protecting the high standard we have built.

Responsibilities

• Own full customer conversations across Gorgias: email, Instagram, Amazon Buyer Messages, and review responses.
• Provide responses that reflect Arc’s brand voice, ensuring accuracy and care without using copy-paste templates.
• Resolve order issues: tracking, address changes, replacements, returns, refunds, damaged shipments, and warranty claims.
• Utilize MinimalAI as a drafting tool, enhancing AI-generated drafts without replacing human judgment.
• Build and maintain a macro library, FAQ articles, and internal knowledge base.
• Identify patterns in customer inquiries and provide feedback to operations, product, and engineering teams.
• Meet SLA targets on response and resolution times across all channels, including weekend coverage as needed.
• Coordinate with warehouse and 3PL partners on stock holds and expedited shipments.
• Manage chargebacks and PayPal disputes with appropriate evidence and tone.
• Maintain clean customer records, tags, and notes in Gorgias and Shopify.
• Handle escalations calmly and document the results.

Why Join Us

At Arc, our products are premium, and our customer interactions must reflect that. You will influence the tone of voice, macro library, and overall support function, shaping the customer experience for years to come.

What We Offer

• Join a Customer Support team reporting directly to the CEO or Customer Support Lead.
• Make an impact on the support functions, tools, and processes for future hires.
• Access modern tools: Gorgias, MinimalAI, and the full Arc product catalogue.
• Receive free Arc products to better understand what you support.

Compensation and Benefits

• Rate: €10 gross per hour, paid against monthly invoice.
• Employment type: freelance contractor (B2B).
• Hours: full-time, 40 hours per week.
• Location: remote, within European time zones.
• You provide your own laptop and reliable internet.
• We supply necessary tools and product access.
• Visa sponsorship: not available; you need the right to work as a contractor.
• Start date: as soon as possible.

Essential Expertise

• 2+ years in customer support, preferably in DTC ecommerce or premium brands.
• Experience with modern helpdesk tools like Gorgias, Zendesk, or similar.
• Strong written English skills with clean grammar and tone control.
• Detail-oriented and organized, able to manage tickets effectively.
• Consistent work ethic with a positive attitude under pressure.
• Familiarity with Shopify and order management.
• Reliable availability during EU time zones, with some willingness to work weekends.
• A professional remote working setup.

Optional Qualifications

• Direct experience with Gorgias or AI assist tools.
• Handling Amazon messages, A to Z claims, and reviews.
• Experience writing macros and managing knowledge bases.
• Interest in design, premium products, or the Apple ecosystem.

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