Customer Support Angel/Agent - Seasonal Freelancer (Holiday 2026)

About Us Wonderbly Group is home to three brands: Wonderbly, whose personalised books have helped over 13 million readers discover themselves at the centre of their own story, Historic Newspapers, whose Original Newspapers and personalised keepsake books let customers explore history dating back to 1912, and our newest adventure: Plucky Books, which leverages the power of AI to connect the world together through laughter. From our London, UK studio, we’ve spent years perfecting the art of personalised storytelling. Behind all of this are our incredible freelance Customer Support teams, delivering top-of-the-class support from around the world. Customer Support Angel/Agent - Seasonal Freelance Role (Holiday 2026) Every year, the holiday season brings a wave of customers wanting updates on their orders, and we grow our team of Customer Support Angels and Agents to make sure every single one gets a warm, effective, and helpful reply. This freelance role is a great fit if you’re not relying on it as a main source of income or looking for full-time work. Hours aren’t fixed or guaranteed, so it’s perfect for stay-at-home parents, students, or anyone looking for some seasonal extra, with real flexibility to set your own availability around the rest of your life. A bit about the role : Seasonal contract, mid-October through mid-January, with the possibility of returning in future seasons. 100% remote. Work from home, or anywhere within our eligible regions (see below). Freelance / self-employed basis, on a zero-hours arrangement. Hours are not guaranteed, and will vary week to week based on customer demand. Hours are based on ticket volume, typically lighter in October and November, ramping up to 15-20+ per week in December. All of our customer support is 100% email based. You’ll be mainly helping customers with questions about their orders and our books. Paid training is provided to get you set up and confident before jumping into supporting customers solo. Rate starting at £12.71 GBP/hour, with payment available in CAD, USD, or EUR, at the exchange rate equivalent. What’s required for the role: Ability to commit to a minimum of 10 hours per week, 5 days a week, once the season is underway. Evening and weekend availability is a plus! Based within a timezone between US/Canada Pacific and Central European Time, covering most of the USA, Canada, the UK, and Europe. Steady access to a computer/laptop, and reliable high-speed internet. Comfortable using email, messaging platforms, everyday internet tools (various browsers and devices), and G-Suite (Google Sheets, Google Docs, etc). Fully fluent in written and spoken English. Ability to work on a self-employed/freelance basis, and be responsible for your own invoicing and tax reporting - we’ll walk you through the practical details during onboarding. Nice to have (not required) Previous customer support experience, or simply a strong instinct for what makes support feel genuinely helpful. Previous experience working remotely or independently, with little-to-no hands-on support. Written fluency in French, German, Spanish, Italian, Dutch, or Japanese, in addition to English. A bit about you: Since we work fully remotely and mostly in writing, you're a brilliant written communicator. You're a self-starter who figures things out from written guidance rather than being shown step-by-step, bringing your own initiative while still following policy and process. You're comfortable navigating more than just black and white, using good judgment when the answer isn't handed to you. Most of all, you genuinely enjoy helping people and want to make someone's day a little brighter. How to apply: Only applications submitted through our Application Form will be reviewed and considered. Our application period will close at the end of August 2026 , with the exact date depending on the volume of applications we receive. Only applicants moving forward will be contacted; due to volume we’re unable to reply individually to everyone, so no news isn’t necessarily bad news! A note on AI: We may use AI to assist with initial eligibility review, but every decision to move a candidate forward is made by a person on our hiring team. We can’t wait to read your application, and to welcome our 2026 Holiday Customer Support Angels and Agents!