Model Support Representative

Job Title: Model Support Representative

Job Type: Full-time

Work Location: This position is on-site (this is not a hybrid position) at our Austin headquarters.

Schedule: Monday through Friday, with 8- and 10-hour shifts and some weekend work as needed.

Pay Range: $20 to $25 per hour. Actual compensation will be determined based on experience and skills.

Company Overview

Interactive Life Forms, LLC (ILF) is accepting resumes for a full-time Model Support Representative. Interactive Life Forms, LLC is the parent company of the Fleshlight® brand. Fleshlight is the world's #1 selling male sex toy brand and a pioneer in adult product innovation. As a creative, inclusive, and forward-thinking organization, we're passionate about pushing the boundaries of pleasure and design. We’re seeking a professional and passionate person who can deliver a world class support system to our high-end models, provide them with clear guidance and autonomously go above and beyond to ensure a positive experience.

Position Summary

The Model Support Representative reports to the Head of Model and Customer Support and works directly with Fleshlight models to provide day-to-day support, making sure models are successfully onboarded, maintained, and supported within the Fleshlight Girl and FleshlightPRO programs. The role is responsible for accurate model and product information, timely execution of model-related requests, data collection, and process documentation. Day to day, that means answering model questions, ensuring proper set up for both models and products in approved backend systems, coordinating promotional orders and technical checks as needed, and supporting launches, Live Shopping events, and promotional activity. Routine issues are resolved independently, and anything requiring additional authority or a cross-functional decision is escalated.

Key Responsibilities

• Work directly with models to support their success within the Fleshlight Girl and FleshlightPRO programs, and respond to questions, requests, and inquiries in a timely and professional manner.
• Operate approved backend systems so model information and products are set up and maintained accurately.
• Receive and maintain accurate model information and documentation, and follow up proactively to resolve missing or inaccurate details.
• Support model onboarding, product launches, Live Shopping events, promotional activity, and other model initiatives.
• Coordinate assigned model-oriented activity, including promotional orders, technical checks, assets, approvals, and follow-ups.
• Follow established SOPs and approved processes, and identify procedures that need clarification or improvement.
• Collect operational data and identify recurring trends, gaps, errors, and inefficiencies.
• Develop, document, and maintain SOPs and process documentation in partnership with the Head of Model and Customer Support.
• Help establish consistent data collection standards and workflows across the department.
• Identify opportunities to improve efficiency, accuracy, communication, and the overall model experience.
• Resolve routine issues independently and escalate matters requiring additional authority, judgment, or cross-functional intervention.
• Provide feedback to the Head of Model and Customer Support on process gaps, recurring issues, and operational needs.

Requirements

• High school diploma or GED.
• Must have 2+ years of recent experience in customer support, account coordination, talent or creator support, or a related field.
• Proficient with computers, Google Workspace, Microsoft Office, and backend administrative or ERP systems.
• Excellent written communication. Most model support happens in writing, including SOPs and process documentation that someone else has to be able to follow.
• Strong attention to detail with model and product data, and the follow-through to chase down missing information before it causes a downstream problem.
• Able to stay calm, professional, and solution-oriented during urgent requests and difficult conversations.
• Strong practical problem-solving across varied situations where little standardization exists, with the judgment to know when to escalate.
• Able to track outstanding requests, maintain accurate records, and report status without prompting.
• Comfortable adapting to changing priorities, systems, processes, launch dates, and model needs.
• Must be comfortable working with and discussing adult-oriented content, material and subject matter.
• Able to thrive in a deadline-driven, collaborative environment, including some evening and weekend work to meet deadlines.

Preferred Qualifications

• Experience supporting content creators, influencers, or a talent or ambassador program.
• Proficiency with Shopify backend operations.
• Proficiency with Zendesk or similar ticketing management system and/or Odoo ERP software.
• Experience writing SOPs or process documentation.

We are an Equal Opportunity Employer and consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. Additionally, we are committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with applicable laws.

Applicants must be legally authorized to work in the United States. We do not currently sponsor visas.

Competitive Benefits Package

• 401(k) matching
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Program
• Employee discount
• Paid time off

Pay: $20.00 - $25.00 per hour

Expected hours: No less than 40.0 per week

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person