Customer Service Agent - Shopify Dropshipping Europe

CUSTOMER SERVICE AGENT - SHOPIFY DROPSHIPPING (EMAIL SUPPORT)

We run several Shopify dropshipping stores in Europe and are looking for a reliable email support agent to join our team.

This is an email support role. You handle customer email s, work from our
templates and documented workflows, log refunds in Google Sheets, and
escalate complex cases.

You MUST already have experience doing customer service for dropshipping
stores. Applications without it will not be considered.

=====================================================
START NOW: BACKLOG WORK AVAILABLE
=====================================================

We currently have a backlog of around 400 unanswered email s. Whoever starts
with us clears this first.

That means significantly more hours and more pay in your first week than in
a normal week - as many hours per day as you can realistically handle at a
good quality level. After the backlog is cleared, the role settles into the
regular part-time schedule below.

If you are available for long days this week, say so clearly in your
application. It is the fastest way to start.

=====================================================
WHAT YOU WILL DO
=====================================================

• Answer customer email s for our Shopify dropshipping stores
• Keep a steady pace of around 20 answered email s per hour
• Handle order questions, shipping updates, returns, refunds, lost

packages and defective product claims

• Use DeepL to translate customer email s
• Use the correct template, and personalize the reply if needed
• Build and refine your own ChatGPT prompt so each email is written for

that specific customer and situation

• Handle refund requests using our step-by-step compensation ladder
• Keep customers calm so cases do not turn into disputes or chargebacks
• Log refunds and important cases in Google Sheets
• Escalate unclear, aggressive or complex cases through Slack
• Coordinate with the other CS team member so work is divided properly
• Leave your assigned inbox cleared at the end of every session

=====================================================
REFUNDS AND THE RESOLUTION LADDER
=====================================================

Refunds hit our margin directly, so a real part of this role is solving
problems properly instead of handing out money by default.

We work with a fixed ladder and you always start at the lowest step:

Step 1 - 20% partial refund (standard first offer). or return to supplier in china
Step 2 - 40% partial refund (only if the customer declines step 1) or return to supplier in china
Step 3 - 60% partial refund (final partial step, serious cases only) or return to supplier in china

Do not skip steps. Never jump to a higher percentage because it is faster
or easier. Our refund policy states they have to refund to China. They might be unhappy about this.

Every offer must be explained in a friendly, personalized message so the
customer feels heard and accepts the solution. Act like everything is fine.

=====================================================
REQUIREMENTS
=====================================================

• Proven experience with CS for Shopify dropshipping stores
• Experience supporting multiple stores at the same time is a big plus
• Excellent written English
• Able to follow workflows and templates exactly
• Confident handling refund conversations and sticking to the ladder
• Able to work at a fast, consistent pace
• Calm and professional with angry customers
• Comfortable with Gmail, Google Sheets, DeepL, Slack and ChatGPT
• Comfortable running Hubstaff during your shifts
• Reliable internet, available 6 days per week

=====================================================
LANGUAGES
=====================================================

You do NOT need to speak European languages

We use DeepL, pre-written templates and documented workflows. You need
strong English and the ability to correctly understand the customer's
problem after translation.

=====================================================
HOURS AND PAY
=====================================================

• Rate: $4 per hour
• First week: extended hours while clearing the backlog
• After that: around 2-3 hours per day, 6 days per week (12-18 hrs/week)
• More hours as the workload grows - we are adding new stores
• Rate review after your first month, based on speed and refund rate
• Paid weekly via Wise, based on hours tracked in Hubstaff

The schedule is not fully flexible. You work alongside another CS team
member, so hours are coordinated to avoid overlap and keep the inbox
covered.

=====================================================
HOW WE MEASURE PERFORMANCE
=====================================================

Three things, in this order:

1. Quality - correct, personalized replies that actually close the case
2. Refund rate - how many cases you resolve at the lowest step of the ladder
3. Speed - around 20 email s per hour once you know the system

Speed without the first two is worthless to us. A careless reply creates a
second email , a dispute, or a chargeback.

=====================================================
HOW TO APPLY
=====================================================

Reply with the following. Applications that skip items will be ignored.

1. Put the word MERIDIAN at the top of your message

2. A short introduction about yourself

3. Your dropshipping CS experience: which stores did you support? Include
store names and links. If you cannot share links, say why.

4. How many email s did you answer PER HOUR in your last role? Per hour,
not per day. Also tell us which type of email took you the longest.

5. What was your average refund percentage, or the share of cases you
closed at the first step? If you do not know, just say so - an honest
"I never tracked that" is fine.

6. Which tools you have used: Gmail, Shopify, Google Sheets, Slack, DeepL,
ChatGPT, Hubstaff, helpdesk software, etc.

7. Your time zone, how many hours per day you can work THIS WEEK, and how
many per day long term

8. When you can start

9. A screenshot of your internet speed test from speedtest.net

10. Confirmation that you are comfortable with $4/hour and the 20 email s
per hour target

We are looking for someone reliable and long-term. If you do good work,
there are more hours and more responsibility available as we grow.