CUSTOMER SUPPORT SPECIALIST - Shopify

CUSTOMER SUPPORT SPECIALIST — Shopify / eCommerce
Part-Time (15-20h/week) | Remote | Long-term

"We don't just solve problems — we make customers feel heard, helped, and happy."

ABOUT US

We run a growing group of Shopify stores across Europe — currently five — and we work alongside partner stores in other European markets. Our team is small, fully remote, and runs on clear written processes.

We are looking for one Customer Support Specialist to own the inbox across all our stores. This is a long-term position. As we open more stores, this role grows with us in hours, in responsibility, and in pay.

THE ONE THING THAT MAKES THIS ROLE DIFFERENT — READ THIS

Our customers do NOT write in English.
They write in Finnish, Dutch, German, Spanish and Danish.

You are not expected to speak any of those languages. Nobody on our team does either.
You will use DeepL to translate every incoming email into English/your language, d ---------- what to do using our written SOPs, write your reply in English, and translate it back. We will train you on this workflow it is simple and it works.

What this means for you:

• You need JUDGEMENT, not languages. Knowing when to refund, when to resend,

when to escalate — that is the job.

• You need to be careful. A translated reply that is technically correct but tonally cold still loses a customer.
• If you are uncomfortable working with text you cannot read directly, this role is not for you. Please do not apply.

TOOLS YOU WILL USE

Zoho Mail — where all customer email s arrive
Shopify Admin — orders, refunds, tracking
DeepL — translation, every single ticket
Google Sheets — daily reporting and tracking
WhatsApp — team communication

REQUIREMENTS

MUST — Fluent written English (C1 or above). Your writing IS the product.
MUST — Minimum 2 years in customer support. eCommerce strongly preferred.
MUST — Comfortable using translation tools daily and working in languages you do not speak.
MUST — Able to answer every ticket within 24 hours, including a check on weekends.
MUST — Available for one weekly team call.
MUST — Reliable internet and a quiet place to work.

PREFERRED — Experience with Shopify.
PREFERRED — Experience with dropshipping fulfilment (long shipping times, tracking issues, "where is my order").
PREFERRED — Experience with a helpdesk (Gorgias, Zendesk, Freshdesk or similar).
PREFERRED — Experience supporting European customers.

WHAT YOU WILL DO EVERY DAY

• Translate, read and answer every incoming customer email across all stores, within the 24-hour SLA.
• Resolve the usual cases using our SOPs: refunds, tracking, delays, wrong item, cancellations, returns.
• Escalate what you should not d ---------- alone — with the order number, the customer's message translated, and your recommendation. Never escalate empty-handed.
• Send a short end-of-day report: how many email s, what the top issues were, what is still open and why.
• Flag patterns. If eight people ask the same thing this week, that is a broken product page or a broken process and we want to know.
• Keep the tracking sheet up to date.

WHAT WE OFFER

USD 2.50/hour, 15-20 hours per week.
Performance bonus on top — paid monthly, based on response time, resolution rate, and customer satisfaction. We will show you the exact numbers before you start, so you always know what you are being measured on.
Paid two-week trial before we both commit.
Written SOPs and video training for every process. You will not be guessing.
Direct access to the owner during your first weeks.
Real growth: we are opening more stores. Hours and pay grow with the workload.
Fully remote, flexible within the 24-hour SLA.

IMPORTANT — READ BEFORE APPLYING

To confirm you actually read this post, start your application with the word "CLARITY" followed by your introduction.
Applications without this word will not be read.

HOW TO APPLY

Start with the secret word, then a short introduction, then answer these:

1. Describe your most relevant customer support experience. Be specific about the product, the market and the volume.

2. Which helpdesk or email tools have you used, and for how long?

3. A customer writes in Spanish, angry, demanding a full refund on an order that shipped 19 days ago and is still in transit. Our policy allows refunds only after 30 days. Write your actual reply to that customer, in English.
(We want to see how you write, not a summary of what you would do.)

4. Have you ever used DeepL or Google Translate as part of your daily job?
Tell us how.

5. What is your timezone and what hours per day can you commit to?

We read every application that includes the secret word. Thank you.