Brand Protection & Customer Service Associate

JOB SUMMARYWe 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 ForProven background managing customer service within digital environmentsExcellent command of written English for professional communicationHigh degree of reliability, autonomy, and meticulous attention to detailSkilled at organizing and ranking multiple concurrent responsibilitiesConfident in adapting to and navigating diverse digital platforms and toolsStrong problem-solving abilities paired with an analytical perspectiveTeam-oriented mindset with a drive to help a developing department succeedPoised and capable when handling sensitive or challenging interactions with stakeholders and policy offendersQualificationsFluency in English (written and spoken)Experience in customer support or e-commerce customer service requiredProficiency with Google Workspace and cloud-based toolsFamiliarity with CRM or helpdesk systems is a plusExperience with Amazon, eBay, Walmart, or other eCommerce platforms is a plusAdditional languages are a plusJob DetailsPay:$25-26/hourSchedule:20-25 hours per weekWorking Hours:Flexible within 9:00 AM-5:00 PM ESTReports to:Director of Special ProjectsWork Type:Onsite

Created: 2026-05-15