At Bonfire, we work every day to empower people to buy and sell custom merchandise. We’re looking for a thoughtful, reliable, and detail-oriented individual to join our Customer Support team and help deliver quick, kind, and effective support to our users.
This is a part-time, remote role with a consistent core schedule and some built-in flexibility based on team needs and seasonal volume.
ABOUT THE ROLE
You’ll spend your time helping customers navigate Bonfire, resolve issues, and feel confident using our platform. You’ll primarily communicate through email and chat, often working independently while staying closely connected with the rest of the team.
This role is a great fit for someone who is:
- A clear and empathetic communicator
- Comfortable working independently and managing their time
- Curious and eager to learn
- Thoughtful in how they solve problems and support customers
SCHEDULE EXPECTATIONS
This role requires consistent availability on Saturdays, Sundays, Wednesdays, and Thursdays between 12:00 PM and 6:00 PM ET. Weekly hours will range from 10–25, depending on seasonality and support volume.
Flexibility is an important part of this role. Schedules are shared at least one week in advance, and team members may be asked to:
- Provide additional coverage for planned teammate time off (with advance notice)
- Opt into last-minute coverage opportunities based on availability
RESPONSIBILITIES
- Support customers: Respond to questions and concerns via email and chat (and occasionally phone), and follow through to resolution
- Guide and educate: Help customers understand how to use Bonfire, sharing best practices and helpful resources
- Collaborate internally: Share feedback, flag trends, and partner with other teams to improve the customer experience
- Stay connected: Keep up with team updates and maintain open communication around scheduling and availability
- Meet goals: Work toward team targets for quality, responsiveness, and customer satisfaction
REQUIREMENTS
- 1+ years of experience in customer service or a similar role
- Ability to work a consistent part-time schedule, with flexibility to adjust hours based on team coverage needs
- Strong written and verbal communication skills
- High attention to detail and strong organizational habits
- Comfort working independently in a remote environment
- Familiarity with CRM tools is a plus
- Willingness to occasionally adjust hours around holidays or higher-volume periods
- Access to a reliable computer and high-speed internet
