Customer Support Specialist (Email) for US Women's Fashion Store

ABOUT US
We are a fast-growing online women's fashion store serving customers across the United States. Most of our customers are women aged 40 to 60+, and they expect warm, patient and professional service. We are looking for our first dedicated customer support specialist to join the team long term.

WHO WE ARE LOOKING FOR
You don't have to be perfect. We are looking for an honest, down-to-earth person who takes ownership, communicates openly and wants to grow with us. If you make a mistake, you tell us, and we fix it together.

WHAT YOU WILL DO

• Give every customer a first reply within 1 hour during your shift, in a warm and professional tone
• Look up orders, tracking and payment status in Shopify
• Handle order questions, address changes, sizing questions, complaints and refund requests following our SOP and support playbook
• Save refunds where possible: solve complaints with smart solutions (like a discount to keep the item) instead of simply refunding, while keeping the customer happy
• Log every customer case in Notion
• Flag urgent cases (refunds, chargebacks, lost packages) to the owner

TOOLS WE USE

• Gmail (customer support inbox)
• Shopify (orders, tracking, customers)
• Notion (ticket tracking)
• Klaviyo (customer email s)
• Claude (our AI support playbook that shows you which options you can offer in every case)

SCHEDULE
Part-time, around 20 hours per week. You must work during New York business hours (US Eastern Time), because that is when our customers are awake and email ing us. Working on weekends and during busy periods (Black Friday, holidays) is part of the job.

REQUIREMENTS

• Excellent, near-native written English is a MUST. All our customers are American, so every email you write must sound natural, with perfect grammar and spelling. Applicants without top-level English will not be considered.
• Available to work in the New York time zone (US Eastern Time), including weekends and peak periods
• Honest, reliable and organized
• Calm and kind with upset customers
• Stable internet connection and your own computer

NICE TO HAVE

• Experience in email customer support, ideally for a Shopify store
• Experience with any of the tools above

Experience is a plus but not required. We will fully train you and give you a clear SOP so you always know what to do.

CONFIDENTIALITY
You will sign a non-disclosure agreement (NDA). All information about our store, products, suppliers and customers is strictly confidential.

WHAT WE OFFER

• $2/hour base pay, paid every two weeks via Wise or PayPal
• Performance bonuses on top of your salary, based on your response time, honesty and trustworthiness, the number of refunds you save, and zero chargebacks. Your salary is not the only thing you earn with us.
• Long-term, stable position with a growing store
• Full onboarding and training
• Room to grow as the team expands

HOW WE HIRE
We start with a trial period. If it is a good fit for both sides, we continue with a long-term position.

HOW TO APPLY
Send a short message, written by you (no AI tools), with:
1. Your customer support experience (if any)
2. Which of our tools you have used before
3. Confirmation that you can work during New York business hours, including weekends
4. A short reply to this customer email : "I ordered a dress 10 days ago and it still hasn't arrived. This is ridiculous, I want my money back."

Your reply to question 4 is also your English test, so take your time with it.

Start your message with the words "AM Care" so we know you read the full post. Applications without it will not be reviewed.