Customer Support Representative — E-commerce (Shopify + Gorgias)

Job Description

We are a European e-commerce group running seven Shopify stores in fashion, home and lifestyle. Most of our customers are in the Netherlands, Germany, Denmark and the wider EU.

We are hiring a Customer Support Representative to answer customers in Gorgias every day. You will report to our Customer Support Manager, who will train you on our policies, macros and tone.

This role starts part-time (average 24 hours per week / 6 days a week — 1 day weekend off) and moves to full-time based on performance. We do this so both sides can be sure it is a fit before committing. Do the work well and the hours grow — this is not a permanent part-time position.

We are looking for someone who wants to do this well for a long time, not someone passing through. Our best support people end up running their own stores' support.

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What You Will Do

• Answer customer tickets in Gorgias: order status, shipping delays, returns, refunds, exchanges, product questions
• Hit your daily ticket target and keep first response time within our SLA
• Process returns and refunds in Shopify following our policy
• Track orders with our fulfilment partners and follow up on the ones that go quiet
• Use and suggest improvements to our Gorgias macros
• Tag tickets correctly so our reporting is accurate
• Escalate anything outside policy to the Customer Support Manager instead of guessing

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What We Are Looking For

Required

• 1+ year in customer support, ideally e-commerce (NOT BPO E-COMMERCE)
• Excellent written English — clear, warm, correct grammar, no stiff copy-paste replies
• Comfortable learning Gorgias and Shopify (experience with either is a strong plus)
• Accurate and detail-oriented: you read the full ticket before replying
• Reliable internet (min. 20 Mbps), working computer, quiet place to work
• Able to work EU-overlapping hours
• Shows up on schedule and communicates early when something is wrong

Nice to have

• Previous Gorgias or Shopify experience
• Experience handling returns and refunds for a physical product store
• Familiarity with EU consumer rights basics (14-day right of withdrawal)

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What We Offer

• Long-term, stable position with a growing e-commerce group
• Clear targets and a manager who answers questions

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How To Apply

Applications that skip these steps will not be read.

1. Send your updated pdf resume
2. In 1–minute video: tell us about a time you dealt with an angry customer whose order was lost. What did you actually say, and what did you do?
3. Your available working hours in Philippine time. And if you currently have any other work besides applying for us.

We reply to every application that follows these steps.