Customer Service Agent — Ecommerce (Email + Live Chat) | Shopify Apparel Brand

We are a fast-growing direct-to-consumer apparel brand selling to customers in the UK, US and Europe through Shopify. Our main product is a strapless bandeau bra, alongside a small range of dresses and summer sets.

We're growing quickly — and we'll be straight with you about what that means. Order volume has outpaced our support capacity, so we currently have a real backlog. You would be joining one existing agent to help us clear it and then keep on top of it properly. This is not a quiet inbox where you wait for tickets. It's a busy one where your work visibly reduces a queue.

We'd rather tell you that now than have you discover it in week one.

The role

You'll own a share of our customer conversations end to end — reading, d ---------- and replying — across two channels:

Email — the bulk of the work
Live chat — shorter, faster, real-time

Both on TIDIO

You'll work inside Shopify to look up orders, check fulfilment and tracking, issue refunds, and arrange returns and exchanges.

What you'll actually be doing, day to day

Roughly in order of volume:

Return requests — customer wants to send an item back. You confirm the order in Shopify, explain the process, and issue the return.
Sizing complaints — most commonly that an item is too big. You'll d ---------- between a replacement in a different size, a partial refund, or a full return.
Refund requests — you'll assess and process these against our policy.
Delivery chasing — "where is my order?" We ship internationally and transit times are long, so a big part of this job is setting expectations clearly and kindly, and checking tracking before you reply.
Quality complaints — customer reports a fault. You'll request clear photos, log them against the order, and pass them to our quality review.
Cancellations — usually before dispatch, sometimes after. Time-sensitive.

You'll also keep our Gmail labels accurate (Return, Refund, Exchange, Cancelled, Chargeback, Resolved) so we can see the state of the queue at a glance, and flag recurring problems to us — if forty people complain about the same thing in a week, we want to hear it from you.

What we're looking for

Essential

Excellent written English. Not just grammatically correct — warm, natural, and easy to read.
At least 1 year in ecommerce customer support, ideally for a Shopify store selling physical products to Western customers.
Comfortable in Shopify admin: finding orders, reading fulfilment status and tracking, processing refunds and returns.
Able to make a decision and own it. We'll give you clear guidelines on refunds and replacements, and we want you to apply them without checking in on every single case.
Reliable and self-managing. We're not going to watch your screen.
Stable internet and a working computer.

Nice to have

Experience with Tidio, or any live chat tool (Intercom, Gorgias, Zendesk, Freshdesk, Crisp).
Experience handling chargebacks or payment disputes.
Experience with apparel or intimates — sizing conversations are a specific skill.
A second language, particularly German, Spanish or French. A small share of our customers write in these and currently we handle them poorly.

What we don't need

Phone experience. This role is text only.
A degree. Show us you can write a good reply and that's worth more.
Written guidelines and reply templates for the common cases — you won't be inventing policy.
Long-term role. We want someone who grows into owning the function, not a short contract.
How to apply

Please don't send a generic application — we read every one and we can tell.

Send us:

A short note (a paragraph is fine) telling us about the busiest support role you've had, and roughly how many tickets a day you handled.
A reply to this real scenario. Write the email you would send:

"This is the third time I'm email ing you. I ordered two bras three weeks ago, I ordered the size your own size guide told me to, and both of them are far too big to wear. Nobody has answered me. I want my money back."

Write it exactly as you would send it to the customer. We're looking at your tone and your judgement, not your typing speed.
The word BANDEAU in your subject line, so we know you read to the end.

We reply to everyone who completes all three steps.