Part-Time Customer Experience Associate - Graveyard Shift

Role: Part-Time Customer Experience Associate - Graveyard Shift

Location: Remote

Hours: Approx. 20 hrs/week (graveyard / night shift, weekends required)

Start Date: ASAP

CALILY Bridal is an American-Australian accessible-luxury brand offering wedding veils and bridal accessories, with most of our customers in the USA. Our team is growing and we’re looking for another warm, thoughtful, and detail-oriented Customer Experience Associate to join us part-time.

About the Shift - Please Read Carefully:

This is a graveyard shift role. These are not flexible hours - they are the specific times when our customers are most active across our inbox, live chats and DMs, and our current team is not rostered on.

You must be able to work all of the following shifts, in Philippines time, on an ongoing basis:

- Tuesday: 3am–7am

- Wednesday: 11pm–2am

- Thursday: 11pm–2am

- Saturday: 7pm–10pm

- Sunday: 9pm–4am

Most of these shifts are overnight / early morning in the Philippines because they cover US daytime and evening peaks.

Please only apply if you are genuinely happy to work these graveyard hours consistently - this is the core requirement of the role.

About the Role

As the voice of CALILY Bridal, you’ll be responding to brides through Commslayer, our main platform for email , live chat, and Instagram & TikTok DMs/comments. You will help them choose their dream veil, update them on their orders, initiate returns and exchanges, and make sure every single message feels personal, supportive, and genuine.

This is not your typical customer service gig, we’re looking for someone who loves love stories, understands the high emotions behind a wedding purchase, and can bring a deeply human touch to every message (all while being highly efficient and detail-oriented!).

What You’ll Do...

- Communicate with Care: Provide warm, timely, and thoughtful responses to customer enquiries via Commslayer — email , live chat, Instagram & TikTok DMs/comments.

- Track Every Detail: Maintain impeccable accuracy when updating customer records, processing orders, and noting specific bridal requests so nothing falls through the cracks. Keep returns data and custom orders data accurately updated in ---------- (familiarity with ---------- is a plus).

- Offer Styling Advice: Guide brides on veil styles, lengths, colors, timelines, and compatibility with their dresses.

- Manage Orders: Handle order updates, initiate returns and exchanges in Shopify, and manage custom requests with clarity and calm.

- Be the Brand: Maintain our warm and professional brand tone, following CALILY Bridal’s tone of voice guidelines.

- Problem Solve: Escalate product or shipping issues when needed, while taking full ownership of the customer relationship.

- Assist with Content: Occasionally support the team by writing FAQ responses or updating product content.

You’ll Be a Great Fit If You…

- Have your own laptop and reliable internet, and can consistently work all the graveyard shifts listed above, including weekends.

- Are heavily detail-oriented: You triple-check shipping dates and wedding dates, catch tiny discrepancies in orders, and naturally remember the small personal details brides share with you.

- Are a master communicator: You have excellent written English, ensuring every message is clear, perfectly professional, and easy to understand.

- Lead with deep empathy: You genuinely care about the brides you help, staying calm under pressure and handling last-minute bride panics with absolute grace.

- Ideally have familiarity with Commslayer, or have used similar customer service tools like Manychat, Gorgias, Zendesk, or similar platforms, and can learn Commslayer quickly.

- Have some familiarity with ---------- for tracking returns and custom orders.

- Are fluent in Shopify, for order lookups, updates, and initiating returns/exchanges.

- Have experience in bridal, weddings, or women’s fashion (bonus points if you’ve worked with brides directly).

- Understand how to turn challenging conversations into loyal, long-term customer relationships.

- Work independently, but know exactly when to ask questions or flag issues.

How to Apply:

Applications that do not follow all of the steps below will not be considered.

- At the very top of your application, please write: “I love cats” - this is our way of knowing you read the full job post.

- A small task - please complete this styling reply:

A bride is wearing an A-line dress with a sweetheart neckline, her wedding is in 3 weeks, and she’s torn between a fingertip-length and a cathedral-length veil. Write the reply you would send her, including what you would ask her, and what you would recommend.

- Confirmation that you can start ASAP and work all of the shifts listed above in Philippines time (Tue 3–6am, Wed 11pm–2am, Thu 11pm–2am, Sat 7–10pm, Sun 9pm–4am)

We can’t wait to meet someone who shares our passion for heartfelt customer experiences and helping brides feel calm and confident before their big day!