Part-time · Remote (anywhere in New Zealand) · 10–20 hours/week

About us

We're a New Zealand sock brand — we serve tens of thousands of customers a year across five markets, and we're growing fast. We care a lot about our products and our customers, and right now customer service needs a proper owner rather than me (the founder) trying to squeeze it in around everything else.

That's where you come in.

The role

This is customer service ownership, end to end. Right now I'm still answering a big chunk of tickets myself, and I want to hand that over completely — to someone I can trust to just run it, without me looking over their shoulder. You'd be the person our customers deal with, and the one who decides how to sort things out when they go sideways.

You wouldn't be carrying the volume on your own. We've got an offshore team member who handles the routine, high-frequency stuff (order tracking, simple questions), so you can focus on the tickets that actually need a real person — the tricky, sensitive, or unhappy ones where a bit of judgment turns a bad experience into a loyal customer.

What you'll do

• Own our customer inbox (email and chat) day to day, Monday to Friday

• Handle the more complex and sensitive tickets with care and sound judgment

• Process refunds, resolve issues, and make sensible calls to keep customers happy — without needing to escalate

• Look up and interpret orders in Shopify

• Work inside our order management system (OMS) to intercept, amend, and tidy up orders before they ship

• Use AI tools like ChatGPT to draft responses quickly, then shape them into our brand voice before they go out

• Keep our response times fast and our ticket queue under control

• Help keep our templates and processes sharp as we grow

Who you are

• A genuinely excellent written communicator in English — warm, clear, and on-brand

• Someone who thinks critically and makes good decisions independently. You're comfortable owning outcomes, not waiting to be told what to do

• Confident and quick with technology — you'll pick up our tools (Shopify, our OMS, Commslayer, ChatGPT) fast and lean on AI to work efficiently

• Reliable and self-managing — this role is flexible, so you set your own rhythm and we trust you to deliver

• Experienced in customer service, ideally for an online or e-commerce brand

• Based in New Zealand

Who this could suit

We're open to a few different kinds of people here — what matters most is that you're dependable and can genuinely own the work. This could be a great fit if you're:

• Semi-retired and want to pick up some flexible, interesting work without a full-time commitment

• Balancing family or other commitments and looking for meaningful part-time work that fits around your life

• A student or recent grad with real e-commerce experience who wants a behind-the-scenes look at how a fast-growing brand actually runs — provided you can commit consistently around your other work or study

Whatever your situation, the one non-negotiable is reliability: our customers need looking after, so we need to know we can count on you to show up and deliver.

The details

• Around 10–20 hours a week. Customer service volume varies, so the ticket work itself lands in that range — and if you'd like more certainty on your hours, we can top you up toward 20 with other admin tasks. Flexible scheduling across Monday to Friday — a morning-and-evening rhythm, or focused blocks; whatever keeps our customers well looked after

• Fully remote, anywhere in NZ

• Contract role — you record your own hours

• No weekends

How to apply

Tell us a bit about you and your relevant experience. Shortlisted candidates will be paid to complete a short, real-world trial — a handful of actual tickets — so we can both see how it feels to work together before committing.