Brand Protection & Customer Service Associate

Job description

JOB SUMMARY

We are looking for a sharp, responsible, and proactive individual with strong digital skills to join our growing team as a Brand Protection & Customer Service Associate. This onsite role combines direct-to-consumer customer support with essential brand protection responsibilities and is ideal for someone seeking meaningful, flexible part-time work in a fast-paced and growing company.

A background in customer service and strong digital fluency are essential. Full training will be provided for all brand protection tasks. We're looking for someone analytical, organized, detail-oriented, and eager to learn and contribute.

Key ResponsibilitiesCustomer Support Operations, D2C (20%)

• Deliver professional and empathetic assistance to end-users via digital channels, including email, chat, and contact forms (no phone support).
• Efficiently manage the daily queue of inquiries to ensure every customer receives a thorough and timely resolution.
• Address a diverse array of requests ranging from returns, exchanges, and refunds to shipping complications and product guidance.
• Liaise with logistics, finance, marketing, and distribution teams to resolve complex shipping claims and supply chain issues.
• Enhance the overall brand experience by tracking satisfaction metrics, analyzing trends, and developing proactive communication templates.

Marketplace Integrity & Brand Protection (75%)

• Actively monitor major e-commerce hubs like Amazon, Walmart, and eBay to detect unauthorized sellers and pricing policy breaches.
• Execute enforcement actions by filing IP infringement reports and takedown requests via Brand Registry, VeRO, and Google tools.
• Investigate suspicious marketplace patterns and analyze seller activity to build evidence-based cases for policy enforcement.
• Validate seller compliance by cross-referencing external marketplace listings with internal sales records.
• Engage with B2B partners regarding brand registration efforts and the enforcement of established pricing policies.

Analytics & Knowledge Management (5%)

• Generate comprehensive weekly reports summarizing support activity and the progress of brand protection initiatives.
• Monitor key performance indicators (KPIs) to ensure alignment with broader departmental objectives.
• Develop and maintain internal knowledge base assets, including SOPs, templates, and documentation of unique case insights.

What We're Looking For

• Proven background managing customer service within digital environments
• Excellent command of written English for professional communication
• High degree of reliability, autonomy, and meticulous attention to detail
• Skilled at organizing and ranking multiple concurrent responsibilities
• Confident in adapting to and navigating diverse digital platforms and tools
• Strong problem-solving abilities paired with an analytical perspective
• Team-oriented mindset with a drive to help a developing department succeed
• Poised and capable when handling sensitive or challenging interactions with stakeholders and policy offenders

Qualifications

• Fluency in English (written and spoken)
• Experience in customer support or e-commerce customer service required
• Proficiency with Google Workspace and cloud-based tools
• Familiarity with CRM or helpdesk systems is a plus
• Experience with Amazon, eBay, Walmart, or other eCommerce platforms is a plus
• Additional languages are a plus

Job Details

Pay: $25–26/hour

Schedule: 20–25 hours per week

Working Hours: Flexible within 9:00 AM–5:00 PM EST

Reports to: Director of Special Projects

Work Type: Onsite