Job Description

Seasonal Customer Service Representative

Location: Remote
Reports to: Customer Success Manager

About Petite Plume

Petite Plume is a high-growth luxury lifestyle brand rooted in timeless design, premium craftsmanship, and an unwavering dedication to comfort. We are a direct-to-consumer–led business, with a rapidly scaling DTC channel at the center of our growth and brand-building strategy.

Alongside our strong online presence, we maintain a selective footprint in major retail doors including Neiman Marcus, Bloomingdale's, Nordstrom, Maisonette, and Shopbop. As we continue to accelerate, we remain grounded in exceptional quality, thoughtful detail, and long-term brand vision.

We are building a team that is energized by growth, motivated by excellence, and excited to help shape what comes next.

About the Role

At Petite Plume, customer satisfaction is at the heart of everything we do. In this position, you'll also help lead one of the most important periods for our business, our holiday season. During this high-volume time, your ability to provide thoughtful, personalized service will help ensure every customer receives the elevated experience that defines the Petite Plume brand.

This is a part-time, seasonal position, averaging 20 hours per week with the opportunity to flex up to full time hours during peak holiday season. In this role, you will be the front line of communication for our customers, ensuring inquiries are handled with care, efficiency, and a personal touch. Your work will directly impact customer loyalty and brand perception, making this role an essential part of our seasonal success story.

Key Responsibilites:

• Deliver exceptional customer service by responding to customer inquiries via phone, email, chat, and other support channels with empathy, professionalism, and efficiency.
• Assist customers with pre-purchase questions, including product recommendations, sizing, fabric details, and gifting guidance.
• Resolve post-purchase inquiries related to orders, shipping, deliveries, returns, exchanges, and product concerns while providing thoughtful, personalized solutions.
• Troubleshoot order issues, delivery concerns, and returns questions in a timely and friendly manner.
• Complete customer purchases over the phone and create email invoices when requested, ensuring a seamless shopping experience.
• Accurately document customer interactions, order updates, and resolutions within our customer support platforms (including Gorgias, Shopify, Route, and other internal systems).
• Maintain detailed and organized customer records to ensure continuity of service across the Customer Success team.
• Collaborate with teammates to provide consistent, high-quality support during peak seasonal demand while meeting established service level expectations.
• Represent the Petite Plume brand with warmth, professionalism, and a genuine passion for creating memorable customer experiences.

Qualifications:

• 1-2 years of demonstrated customer service experience in a client facing, hospitality, or e-commerce support role
• Demonstrated strong written and oral communication skills, and a knack for brand voice consistency
• Availability to work a flexible schedule, including weekends and key holidays throughout November and December.
• Willingness to increase availability during peak business periods when additional support is needed.

Salary: $16/hr

Petite Plume is an equal opportunity employer committed to fostering an inclusive, innovative environment. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. If you have a disability or special need that requires accommodation, please contact us at careers@ petite-plume.com

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