Senior Customer Support REP Fashion dropshipping E-Commerce Brand 👗

Hey there!

We’re looking for an experienced Senior Customer Support & Operations REP to join our growing fashion e-commerce brand.

Our team is based in The Netherlands, but we sell exclusively to customers in the United States. You’ll be supporting US customers during New York (ET) business hours, so please make sure this schedule works for you.

We’re looking for someone who already understands fashion dropshipping customer support and can work independently from day one. This is not a role where you will only answer customer email s—you’ll become an important part of both our customer support and operations department.

🧠 What We’re Looking For

• At least 1 year of customer support experience specifically for a fashion dropshipping store.
• Experience working for a store generating at least $100,000 USD per month.
• Experience using Shopify, Gorgias, and ParcelPanel.
• Excellent written English: warm, clear, professional, and accurate.
• Comfortable working during New York (ET) business hours.
• Able to work independently and take ownership of your work.
• Organized, proactive, and comfortable handling both customer support and operational tasks.
• Someone who thinks in solutions and proactively communicates issues and improvement opportunities.

🚀 Your Responsibilities

Your responsibilities will include:

• Providing friendly, professional, and empathetic support to our US customers.
• Processing refunds, replacements, cancellations, exchanges, and order changes.
• Managing orders and customer information in Shopify.
• Tracking shipments and resolving delivery issues.
• Communicating with suppliers about shipping, tracking, product, and operational issues.
• Keeping supplier sheets, reports, and operational data organized and accurate.
• Creating simple reports, such as bestseller reports and customer complaint summaries.
• Identifying recurring issues with sizing, quality, products, or shipping.
• Sharing improvement opportunities with management.
• Helping prevent chargebacks through excellent customer service and collecting evidence when a chargeback occurs.

We want someone who will actively help us build a stronger customer support department—not someone who only waits for tasks to be assigned.

📈 What We Expect

• First response time: within 1 hour
• Average response time: under 4 hours
• Consistent, professional communication and documentation
• High attention to detail
• Ownership and initiative
• A genuine focus on helping customers while protecting the businessmarges

🌱 Growth Opportunity

We are hiring early because we are preparing for our next growth phase.

The position will start with limited hours and lower hour rate, allowing you to get to know the business and show us what you can bring to the team. As the company grows and your contribution becomes more valuable, your working hours and hourly rate can grow with us.

We are looking for someone who wants to build a long-term working relationship.

📋 How to Apply

Please include the following in your application:

1. What type of fashion dropshipping stores you have worked for.
2. The approximate monthly revenue of those stores.
3. How long you worked there and what your main responsibilities were.
4. Why should we choose you? Tell us what value, experience, or ideas you would bring to our business.

Please keep your application clear and honest. We want to understand whether your experience matches what we need.

🎥 What to Expect After You Apply

If your experience looks like a potential fit, we will send you a short video introduction.

In this video, you’ll get to know us, our business, how we work, and what we expect from the person joining our team. It gives both sides the opportunity to see whether this role feels like the right fit.

After watching the video, you can share your thoughts with us. If we both feel there is a good match, we will schedule the next steps.

⚠️ Important

Only apply if:

• You have read this entire post carefully.
• You meet the experience requirements above.
• You are comfortable working during New York (ET) business hours.
• You are serious about a long-term role.
• You are ready to work independently, take initiative, and help us grow.

If this sounds like the right opportunity for you, we would love to hear from you. 💪