Long-Term E-commerce Customer Support Specialist

Dear applicant,

We run an international e-commerce business with multiple online stores across different countries.

We are looking for a reliable, long-term Customer Support Specialist to join our team. This role is ideal for someone who is organized, accurate, responsive, and genuinely enjoys helping customers.

To show that you have read this job post carefully, please include the word strawberry before introducing yourself in your application.

APPLICATION QUESTIONS

Please only apply if you have relevant e-commerce customer support experience and can meet the availability requirements.

• Do you have at least 2 years of e-commerce customer support experience?
• What type of e-commerce businesses or niches have you worked with before?
• Which tools have you used before? Shopify, Re-Amaze/Zendesk, Slack, Google Sheets, ChatGPT, DeepL?
• Do you have experience handling refunds, returns, tracking questions, customer complaints, and SOP-based workflows?
• Are you available for 4-10 hours per day, 7 days a week?
• When are you available to start?
• Are you looking for a long-term role?

ROLE & RESPONSIBILITIES

You will be responsible for helping customers with order questions, tracking updates, refunds, returns, complaints, and general FAQs.

You will follow clear SOPs, templates, and workflows, so the work is structured once you understand our system. Accuracy, consistency, and professionalism are very important in this role.

Your main responsibilities include:

• Responding to customer email s in a polite, accurate, and timely manner
• Handling refunds, returns, tracking questions, order updates, and complaints
• Reporting refunds, complaints, disputes, and recurring issues
• Keeping Google Sheets updated accurately
• Communicating clearly with the team through Slack
• Helping improve the customer support process over time

AVAILABILITY & EXPECTATIONS

Our business operates 7 days a week, so we are looking for someone who can commit to daily availability, including weekends.

The ideal candidate should be available for 4-10 hours per day, 7 days a week, depending on the workload.

We aim to reply to customer inquiries within 6 hours during active support hours. We expect accurate, consistent replies and careful SOP-following.
We want to avoid duplicate replies, unclear answers, off-topic responses, missed customer details, and reporting mistakes.

We look forward to reading your application.

Thank you,
Nick & Pepijn