Job Description

About Bonfire

Bonfire helps people design, sell, and fundraise with custom apparel. Our users include nonprofits raising money for a cause, creators or businesses launching merch, and individuals rallying their communities around a cause. When they need help, our Customer Support team is there to make it quick, easy, and kind.

About the team

Our support team is small, cohesive, and dependable. We show up for each other, communicate openly, and take real ownership of our work. We’re positive, we like solving problems together, and we care about getting things right for our customers. We’re looking for someone who shares that mindset and wants to grow with us for the long haul.

Is this role right for you?

This is a consistent, ongoing part-time role . It’s not a seasonal or temporary gig. It’s a great fit if:

• You’re looking for steady weekend work that fits alongside the rest of your life
• You enjoy helping people and find satisfaction in solving a problem from start to finish
• You like working independently but value being part of a close, supportive team
• You’re organized, reliable, and someone others can count on
• You want a role you can settle into, get great at, and stay in

Schedule

This role requires consistent availability on Saturdays and Sundays between 12:00 – 6:00 PM ET (9:00 AM – 3:00 PM PT) . Weekly hours range from 10–25 depending on the season and support volume.

Our schedule is predictable. It’s shared at least one week in advance. As a small team that covers for one another, we also value flexibility. You may occasionally be asked to:

• Cover for teammates’ planned time off (with advance notice)
• Work some company holidays and higher-volume periods
• Opt in to last-minute shifts when they come up

Please apply only if this schedule works for you on an ongoing basis. Consistency matters a lot to our team and our customers.

What you’ll do

• Help customers : Answer questions via email and chat. Follow every issue through to resolution.
• Guide and educate : Help sellers and buyers get the most out of Bonfire, using clear writing and visual aids like screenshots, short videos, and GIFs.
• Be a voice for the customer : Share feedback, document technical issues, and flag trends so we can keep improving.
• Collaborate : Work with teammates and other departments to solve problems and keep the experience seamless.
• Stay in the loop : Keep up with team updates, product changes, and evolving processes through email and internal channels.
• Meet the bar : Work toward team goals for quality, responsiveness, and customer satisfaction, and track your daily metrics.

What you’ll bring

• 1+ years of experience in customer service or a related role
• Excellent written English, including grammar, spelling, and tone
• Strong attention to detail and solid organizational habits
• Comfort working independently and managing your own time in a remote setting
• Confidence with technology and the ability to pick up new tools quickly
• Working knowledge of Google Workspace (Gmail, Docs, Sheets)
• A high school diploma or GED

Nice to have: experience with CRM or support tools (we use Intercom), strong phone skills, and prior remote work experience.

Requirements

• You must reside in the US. We’re unable to hire in California, New York, New Jersey, Oregon, Massachusetts, Washington, Connecticut, and Illinois.
• You need a reliable computer, high-speed internet, a smartphone, and a reasonably distraction-free workspace.

Our values

We work by five values: Humble Ingenuity, Moral Courage, Healthy Dissatisfaction, Inclusive Cooperation, and Trusting Partnerships. If those resonate with you, we’d love to hear from you.

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