Customer Support Representative (eCommerce)

Dear applicant,

We run a dropshipping business selling women’s fashion online.

We are looking for a long-term employee to join our team. There is real growth opportunity for someone who consistently delivers great customer service and takes ownership of the role.

Please include the word strawberry at the start of your application, before introducing yourself.

About the role

This is a Customer Support position. You will follow a clear process to resolve customer issues — it will feel straightforward once you understand each step.

Tools we use:

Gmail (our dedicated support inbox)
Shopify (eCommerce platform)
Shopify Payments (for payment/dispute related matters)
Slack (team communication)
ChatGPT (for drafting responses + translations)
DeepL (for translation)
Google Sheets (reporting)

Responsibilities:

Respond to all customer email s (refund requests, tracking questions, FAQs) in a timely, polite and accurate manner
Handle return and refund requests according to our policy — returns are accepted, but the customer covers return shipping costs. Your role is to clearly and politely explain this, and to use approved alternatives (discount/cashback offers) before a return becomes necessary
Log and report on refunds/complaints
Generate weekly reports per store in Google Sheets
Contribute to and improve our documentation/SOPs
Maintain a high level of professionalism at all times

We maintain a 24-hour reply ETA — all email s must be answered within this timeframe.

We will provide:

Video training
SOPs to follow

Email templates
Worksheets
Access to a team lead for questions

Requirements:

Fluent English, written and spoken
Minimum 2 years of experience in eCommerce customer support
Available and open to team calls
Organized, motivated, and willing to learn
Available to start immediately

We expect this to start as a small role (roughly 1 hour per day). As the business grows, there’s potential for this to grow into more hours over time, though we can’t commit to a specific timeline for that.

We want consistency in customer communication — no duplicate email s, no imprecise or off-topic answers.

Please tell me about your relevant experience and why you’d be a good fit for this role.

Thank you