WFH Customer Support Assistant (Pottery & Creative Arts)

Client Overview

Our client is a growing US-based pottery studio based in New York, offering hands-on creative classes, corporate events, and multi-session courses. Operating through an automated online booking system and a welcoming physical location, they bring people together through creative expression and community.

Job Description

You will be the friendly, reliable voice behind a thriving pottery studio, managing customer inquiries during morning peak hours and evening sessions. Handling 5–10 calls daily alongside email communications, you will take ownership of the customer support experience—answering service questions, guiding reservations, managing class schedules, and assisting with physical studio building access via door codes.

Schedule

• Mon-Fri 10:00 AM - 12 PM and 6:30 PM - 8:30 PM EST, 20 hours per week

Responsibilities

• Answer inbound phone calls during split-shift morning and evening support windows
• Respond to daily email inquiries regarding class schedules, reservations, and pottery pickup times
• Guide calling customers through the online booking and reservation system
• Assist studio visitors with building access and door code troubleshooting
• Provide clear, engaging information on pottery classes, corporate events, and multi-session course offerings
• Process reservation changes, updates, and cancellations on the website admin platform
• Maintain a warm, professional tone reflecting the studio’s community-focused identity
• Manage all phone and email channels using the Kuo phone system with quick response times

Must-Have Requirements

• Experience: 5+ years of proven customer support or customer service experience
• Communication: Exceptional verbal and written English communication skills with a clear, neutral accent
• Shift Availability: Strict ability to work split shifts (10:00 AM – 2:00 PM EST & 6:00 PM – 8:30 PM EST, Monday – Friday)
• Technical Aptitude: Comfortable navigating web admin portals, online booking platforms, and softphone systems
• Workstation Setup: Reliable internet connection and dedicated computer setup for phone and email operations

Nice-to-Have Requirements

• Experience supporting service-based, hospitality, or event-driven businesses
• Familiarity with online reservation management or booking systems
• Experience handling off-peak or evening customer support shifts

Why Join This Team

• Fully remote arrangement with structured split-shift hours
• Low-stress environment with manageable daily call volume (5–10 calls/day)
• Join a creative, community-focused business with dedicated management support and training
• Healthcare coverage and accrued leave eligibility upon probation/full-time conversion

Independent Contractor Perks

• Permanent work from home
• Immediate hiring

Note

• Please click the “Apply” button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we’ll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.