Job Description

At Bonfire, we work every day to empower users to buy and sell custom merchandise. We are seeking a reliable, organized, and independent individual to provide quick, kind, and competent customer support. The Weekend Flexible Customer Support Representative role is a part-time position with scheduled hours that may fluctuate based on factors such as volume, teammate time off, and holidays.

This is a remote position that requires consistent access to a reasonably distraction-free home workspace and a computer with reliable high-speed internet. Shifts will be scheduled at least one week in advance, and availability is required on both Saturday and Sunday, between 8 am and 8 pm Eastern Time (5 am and 5 pm Pacific Time).

The ideal candidate for this role is a highly motivated and proactive individual who excels in independent work. They must possess exceptional communication skills, demonstrating clarity, empathy, and professionalism in all interactions. A strong commitment to continuous professional and technical development is essential, as the role requires staying current with industry best practices and evolving technologies.

Responsibilities

• Handle Customer Inquiries : Respond to customer questions and complaints via email, chat, and occasionally phone, providing solutions and following up to ensure the issue is resolved.
• Coach Customers : Help customers navigate the Bonfire site and provide them with best practices through clear messaging, external resources, and visual aids, such as screenshots and videos.
• Collaborate Internally : Report customer feedback and record technical platform issues to improve the customer experience, and initiate cross-team communication to solve customer issues.
• Maintain Communication : Stay in consistent communication with Customer Support leadership regarding scheduling, and monitor work communication channels for notices and updates.
• Meet Performance Goals : Continually meet or exceed metrics targets for customer satisfaction and efficiency.

Requirements

• 1+ years of experience in customer service or a related field
• Ability to work a flexible schedule, independently, on weekends (Saturday and Sunday)
• Strong verbal and written communication skills
• Excellent attention to detail and organizational skills
• Ability to work independently and as part of a team
• Familiarity with CRM systems and practices is a plus
• Flexibility to occasionally work after hours, on weekdays, and on holidays
• Access to a computer with reliable, high-speed internet

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