KittySpout is looking for experienced Customer Support Agents to join our team on an hourly contract basis —
starting within the next 1–4 days!
We're working through a high volume of tickets and need proven, fast, experienced agents who can jump in immediately with minimal ramp-up. You'll manage customer interactions across Email, and turn frustrated customers into brand advocates with fast, empathetic, effective solutions.
To be clear upfront: this is
hourly contract work, *****+ hours per week for the next several weeks
. If you perform at a high level, there is a real opportunity to convert into a permanent full-time position on the team.
We're looking for someone with
3+ years of high-volume e-commerce support experience
, excellent English, and hands-on experience with
subscription-related tickets
(cancellations, saves, refunds, failed payments). The adecuado candidate has worked at DTC brands, understands first-contact resolution, and can handle heavy volume without sacrificing quality or brand voice.
Speed is the single most important trait for this role.
Who are we?
KittySpout is a premium DTC brand selling stainless steel cat water fountains, filters, and accessories. We sell across Shopify, Amazon, and Chewy, and we're one of the fastest-growing brands in the pet space in ****. We recently launched DoggySpout, expanding into an entirely new vertical and customer base. We're lean, we move fast, and every person on this team has a massive impact on the business.
What is our culture like & who is a good fit?
Culture-fit is our #1 factor when hiring — even for contract roles.
We are a fast-moving, data-driven team with no corporate politics. Everyone is hands-on, and if something needs doing, you do it — regardless of whether it's "in your job description." We value speed, ownership, and people who overdeliver without being asked. This is not a 9–5 corporate role, and this role in particular exists because we're in a high-volume period: we need someone who sees a full queue as a challenge to beat, not a reason to stress.
The right person for this role is fast, self-directed, and reliable.



You'll get clear policies, macros, training and a well-organized helpdesk — and then we'll trust you to run your queue without hand-holding. You won't be micromanaged, and you won't be waiting around for approvals. Support is the voice of our brand, and we treat great agents accordingly: your CSAT and resolution numbers get seen, and strong performance here is the direct path to a permanent full-time seat on the team.
Our core values: Work Smart. Overdeliver. Speed is King. Better Every Day.
Key Objectives
Resolve a high volume of tickets (
100+ tickets per day
) while maintaining a friendly, helpful tone.
Handle subscription tickets — cancellations, saves, refunds, failed payments — confidently and according to policy.
Apply problem-solving principles to resolve shipping, product, and technical issues autonomously.
Operate with a high degree of autonomy, managing your queue efficiently to meet SLA deadlines without hand-holding.
Hit the ground running in Richpanel, Commslayer and Shopify from day one — this is not a "learn on the job" situation given the timeline.
Ensure every interaction meets our quality standards, minimizing follow-ups and escalations.
Maintain clear, proactive communication with the operations team to report recurring product issues or shipping delays.
Requirements
Fully remote.
Available to start
within 1–4 days
and commit
*****+ hours per week
for the next several weeks.
Fluent English, written and spoken — professional or native level. This is non-negotiable.
3+ years of Customer Support experience for DTC e-commerce brands.
Proven hands-on experience with Richpanel
and/or Commslaye
r (this is our helpdesk) and Shopify.



Gorgias/Zendesk experience is a plus, but Richpanel or Commslayer proficiency means you start faster.
Direct experience handling
subscription-related tickets
(billing, cancellations, saves, chargebacks).
Speed & Accuracy: fast typing, comfortable navigating multiple tabs/tools simultaneously.
No issue working overtime or weekends when needed — we're in a high-volume period and that's exactly why this role exists.
Excellent cultural fit as per our values above.
KPIs You Will Own
Daily Ticket Quota: consistent resolution of 100+ assigned tickets per day.
Average Response Time: under 1 hour during shift.
CSAT Score: maintain ******* or higher.
This Role Is Not For You If
You are a perfectionist who spends 20 minutes drafting a single email. With 100+ tickets a day, success demands efficiency — macros/templates combined with quick personalization.
You thrive on frequent meetings and constant collaboration. This is a high-autonomy, heads-down role where you work the queue independently for most of your shift.
You struggle with fast-paced changes. Policies and promotions can change overnight, and you must pivot and learn new protocols instantly without frustration.
You can't start this week. We are onboarding immediately — if your earliest start is 2+ weeks out, this isn't the right posting for you.
How Our Hiring Works & How We Operate
We are moving extremely fast on this role. The process: submit the application, and if you're a strong fit we'll reach out within 24 hours for a single interview covering technical skills (mock tickets) and culture fit. We aim to have you onboarded and working tickets
within 1–4 days of applying
. We pride ourselves on timely responses — we won't leave you hanging.
Once you start, we'll define your KPIs and targets together, so there's zero ambiguity about whether you're doing a good job.
Compensation
USD $7–$9 per hour, based on experience and expertise.
*****+ hours per week to start. Top performers have the opportunity to convert to a permanent full-time role.

📌 E-Commerce Customer Support Agent (Shopify/Dtc) (Xico)
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