Customer Service Expert — E-Commerce Support at Scale

We're looking for a customer service specialist who understands one thing clearly:
A good reply doesn't just sound polite. It answers the real question, solves the problem before it grows, and turns a frustrated customer into one who orders again.
We're a fast-growing e-commerce brand selling K-beauty skincare products to women over 40. We currently sell in Italy, Spain, UK and we're actively expanding across Europe, with new markets launching soon. Paid social is one of our main growth channels — which means most customers meet us through an ad, arrive with questions, and write to us in their own language. Support is not a cost center for us, it's one of the biggest drivers of trust, retention, and repeat revenue.
We're looking for someone who can own that inbox across several languages — and who can do it using a modern, AI-driven workflow that lets us answer fast, absorb volume, and open new markets without the quality dropping.
This role is ideal for someone who understands e-commerce support, multilingual communication, courier problems, refunds and disputes, AI-assisted workflows, and the difference between closing a ticket and keeping a customer.

--- WHAT YOU'LL BE HANDLING ---
You'll be working the inbox of a DTC brand running paid traffic, which means:
— "Where is my order": stalled tracking, parcels stuck at a hub, deliveries marked complete but never received
— Pre-purchase questions: people who saw the ad and want to know if it works and if we're real
— Product and skin questions: ingredients, how to use it, what to expect and when, sensitive skin, pregnancy
— Reactions and complaints: rare, serious, handled carefully and escalated properly
— Refunds, returns and withdrawal: EU consumer rules, our guarantee, and knowing when to say yes
— Disputes and chargebacks: PayPal and card cases, caught early enough to resolve instead of lose
— Comments and DMs under our ads: public, and often a cold audience's first impression of us
— Win-back conversations: the ones that turn a solved problem into another order

--- WHAT WE'RE LOOKING FOR ---
We're not looking for someone who writes beautiful, polite email s and nothing else.
Anyone can do that now. AI made good prose free, which means good prose is no longer the job.
We're looking for someone who works the ticket before writing it. You should:
— Read the real carrier events, not the tracking link the customer already saw
— Check whether this person wrote before, and what was promised last time
— Notice the payment method — PayPal and card have different dispute clocks
— Tell a policy abuser apart from someone genuinely upset and about to leave one star
— Chase the courier yourself instead of telling the customer to keep waiting
— D ---------- within your limits instead of escalating everything and slowing the queue
— Close the conversation, so the same person doesn't write three more times
You should be able to take a Shopify order, a tracking page that hasn't moved in five days and an angry customer, and turn it into a resolved ticket and a customer who stays.

--- LANGUAGES (NON-NEGOTIABLE) ---
Our customers write from all over Europe, and every email is answered in the language it arrived in — never in English, and never in something that reads like it came out of a translator. A customer can tell within one sentence.
— English at a top level, written and spoken. It's our working language and the one you translate through
— You don't need to be native in every market. You do need replies a native reader wouldn't flag as translated
— Which means catching what translation tools get wrong: formality in German, politeness register in French, warmth in Italian and Spanish
— Any European language you genuinely have is a strong plus, not a requirement
— Written level is what counts. You'll be judged on the email s you write, not on a certificate
If your English isn't strong enough to move quickly and accurately in both directions, this role isn't the right fit.

--- HOW WE USE AI (AND HOW WE DON'T) ---
We assume you use AI. Everyone does, and we'd be concerned if you didn't. What matters is how. You should be confident in:
— Drafting and translating with it, and holding one consistent tone across every language
— Building your own prompts, macros and saved replies, so the same answer isn't rewritten fifty times
— Checking every fact first: AI invents shipping dates and policies, and the customer holds us to them
— Knowing which tickets it never touches alone: reactions, legal threats, disputes, anyone on their third email
— Spotting the answer that is technically correct and still wrong, because it missed the problem underneath
— Keeping the result human: a reply that reads as generated costs more trust than a slower one would have
If your workflow is pasting the customer's email into ChatGPT and sending back whatever comes out, this role isn't the right fit.

--- THE KIND OF PERSON WHO WILL THRIVE HERE ---
You'll be a strong fit if you:
— Have handled real volume for an e-commerce brand, and know your daily ticket count
— Know your own numbers: response time, refund rate, chargeback rate, contact rate
— Are comfortable inside Shopify: orders, fulfillments, refunds, customer history
— Know what macros, tags and SLAs are actually for
— Chase people internally when something is stuck, without being asked twice
— Write short: six clear lines beat three paragraphs, in every language
— Stay calm with someone being unfair to you, and calm again the third time
— Have judgment about money: a partial refund today often beats a chargeback next week
— Notice patterns: thirty email s about one thing means something upstream is broken
— Care whether the customer comes back, not just whether the ticket is closed
We care about support that protects revenue. That doesn't mean saying no to customers. It means every reply — and every refund decision — should support the relationship, the trust, and the next order.

--- SKILLS & EXPERIENCE ---
Ideally, you have experience with:
— Customer service for an e-commerce or DTC brand running paid social
— Shopify: orders, refunds, fulfillments, customer history
— A helpdesk: Gorgias, Zendesk, Freshdesk, Front, Intercom, or similar
— Email , WhatsApp, live chat, and Instagram and Facebook ---------- and comments
— Carrier tracking and claims, and dealing with couriers on missing parcels
— Refunds, returns and EU consumer rules, including the right of withdrawal
— PayPal and card disputes, resolved before they become chargebacks
— ChatGPT, Claude, DeepL, or an AI agent inside the helpdesk
Bonus if you've worked with beauty, skincare, or K-beauty brands targeting a female audience over 40.

--- WHAT YOU'LL BE DOING DAY TO DAY ---
— Answering email s in the language they arrived in, inside our response time targets
— Working each ticket properly: order, tracking, history and payment checked before you reply
— Chasing couriers on stuck parcels, and d ---------- when to reship
— Handling refunds, returns and withdrawal requests within your limits
— Catching disputes early, before they become chargebacks
— Replying to comments and DMs under our ads, where a cold audience is watching
— Improving macros, saved replies and prompts so the whole queue gets faster
— Flagging patterns: the product page that causes tickets, the courier that keeps failing
— Adapting tone and templates as each new European market opens

--- WHAT'S IN IT FOR YOU ---
— Competitive compensation based on experience
— Performance-based bonuses tied to real numbers: response time, satisfaction, refund rate
— Access to premium AI and support tools — fully covered by us
— Real autonomy: a spending limit you can d ---------- within, from early on
— Owning the customer relationship for a brand growing across multiple European markets
— Long-term growth with a fast-scaling D2C brand expanding internationally
We're building a serious e-commerce brand, and we're looking for someone who knows that support is where trust is either built or lost — using both real judgment about customers and money, and the AI tools that make modern support possible at scale.
If you're a multilingual customer service specialist who works the ticket AND lives in the AI workflow, we'd love to hear from you.

--- READY TO APPLY? ---
If this sounds like your kind of challenge, we'd love to hear from you.
Apply here: ----------