The business has been growing steadily, and the customer base has grown with it. To keep the experience consistent as that happens, they're bringing in dedicated support to own the customer side of things properly.

You'd be covering the full range of customer interactions, from pre-sale questions through to returns and order issues, all handled over email with no phone calls involved. The expectation is that you can work through a busy queue accurately and consistently, and that you care enough about the customer experience to do it well, not just quickly.

WHO THEY ARE

A golf training aid company built by people who actually play the game. Some products are co-designed with legends of the sport, and their training aids are among the most used on professional tours. Golf equipment made by golfers, not marketers. It makes a difference.

The business is growing, the product is solid, and now they're focused on building a brand that matches it.

What it's actually like to work there:

• Small, fully remote team where everyone owns their work and gets on with it.
• You'll have direct access to the founder, so decisions happen fast and nothing gets stuck in approval limbo.
• People here have high standards but no attitude. They ask questions, spot problems, and fix them without waiting to be asked.
• Done is better than perfect. Nobody's spending three weeks on a deck.

This is a fully remote, part-time contractor role.

WHAT'S IN IT FOR YOU

• An option to start part-time and grow into a full-time role as you prove yourself.
• Structured onboarding with a proper CS playbook, SOPs, and a training session so you're not thrown in the deep end on day one.
• Clear KPIs from the start; you'll always know exactly what good looks like.
• Fully remote, flexible hours: no office, no fixed schedule, just results.
• A team that's actively improving how it works and wants people who contribute to that.

WHAT YOU'RE GETTING INTO

• Handle multiple inbound tickets per day across email, Meta, and Instagram, all managed through Commslayer.
• Resolve the full range of customer inquiries: returns, exchanges, order status, product questions, sizing issues, and billing.
• Hit response and resolution targets consistently: first response under 12 hours, resolution under 24.
• Work within existing SOPs and macros while flagging anything that needs updating or improving.
• Coordinate with the 3PL on delivery issues and escalate where needed.
• Keep the inbox at zero and the queue moving, every single day.
• Collaborate closely with the customer service manager and head of operations to stay aligned on priorities and process changes.
• Spot recurring issues and surface them to the team so they can be fixed at the root, not just patched ticket by ticket.

WHO YOU ARE

• You have at least a year in customer support, ideally in eCommerce.
• You're comfortable in Shopify, Commslayer, and Asana, or you figure out new tools quickly.
• You write in clean, natural English. Good writing just comes easily to you.
• You can handle high volume without losing accuracy or tone.
• You follow the process but you're not passive. If something's broken, you say so.
• You manage yourself. No one needs to chase you.
• You think about how things could work better, not just how to get through today's queue.

WHAT SUCCESS LOOKS LIKE

• 30 days: You're fully onboarded, working independently, and hitting KPIs without needing constant support.
• 60 days: Inbox zero is a regular occurrence, not a goal. You've got the product knowledge and tone down and customers feel it.
• 90 days: You're a consistent, reliable part of the team, handling volume, meeting resolution times, and actively contributing to how the support function improves.