Customer Support E-commerce

About us
We're a growing direct-to-consumer e-commerce brand selling online. Our customers are the heart of the business, and we want every one of them to feel looked after, from the first question to after delivery.

The role
You'll be the voice of our brand by email . You'll handle around 10–20 customer email s per day and make sure every customer gets a fast, friendly and accurate answer.

What you'll do

Reply to customer email s about orders, shipping, tracking, returns, exchanges and product questions
Handle complaints and mistakes calmly, and turn unhappy customers into happy ones
Process refunds, replacements and reshipments when needed
Follow up with the warehouse or shipping carrier on lost, late or wrong orders
Spot repeated issues and report them to the team so we can fix them at the source
Keep a clear, warm and professional tone that matches our brand
What we're looking for

At least 1 year of customer service experience, ideally in e-commerce
Excellent written English: clear, correct and friendly
Experience with Shopify and a helpdesk tool (Gorgias, Zendesk, Gmail or similar)
Calm and solution-focused when a customer is upset
Organised and reliable: no email left unanswered
Able to work independently with little supervision
Nice to have

Experience with a direct-to-consumer brand
Basic knowledge of shipping and returns processes
Details

Volume: about 10–20 email s per day
Hours: Depends on how fast you are
Pay: 300$ Month
Start date: as soon as possible