Customer Service Representative II — Non-Voice (Email, Chat, Social) Remote US

iince is hiring on behalf of an outsourced customer-experience company supporting a direct-to-consumer (D2C) brand. This is a full-time, fully remote Customer Service Representative II role focused on non-voice support — email, live chat and social media. What you'll do - Provide customer support over email, live chat and social media - Respond promptly and professionally while consistently matching the brand's voice - Manage escalations and complex situations; support VIP and high-value customers - Research issues and take ownership from first contact through resolution - Flag recurring trends and share customer feedback with the team What we're looking for - Previous experience as a brand representative or customer experience specialist - Excellent written English and strong communication - Ability to adopt and consistently mirror a brand's voice - Experience handling escalations and supporting priority customers - Hands-on social media customer engagement experience - Familiarity with Gorgias preferred (Gladly a plus); comfortable with email/ticketing and live chat tools; Shopify experience helpful - Independent, with strong problem-solving and judgment How it works Full-time, fully remote, with a fixed Monday-Friday schedule (9:00 AM - 6:00 PM ET). Open to applicants based in Texas. You'll be measured against campaign KPIs, quality standards and SLAs. Apply through iince — we review every application and introduce strong candidates directly to the hiring company.