Senior Customer Support Specialist – E-commerce Fashion (Shopify) – Full-Time

ABOUT US
We run a growing group of online fashion stores (women's and men's clothing, shoes and outerwear) selling to customers in the United Kingdom, Australia and Denmark. All stores run on Shopify. Our customers are mostly adults aged 35+, and we want every one of them to feel helped quickly, kindly and professionally.

You will join our Customer & Operations team and report directly to our Operations Manager.

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WHAT YOU WILL DO

• Answer customer email s and chats for all our stores: order status, tracking, sizing, delivery times, product questions, changes and cancellations.
• Handle returns and refunds by following our procedures, and keep the return logs accurate.
• Contact customers when an item is out of stock or delayed, and offer an alternative colour or product, a refund, or a discount code.
• Fill in the size charts in Shopify for each product, based on the measurements our supplier sends for that product, and check them for mistakes.
• Update products in Shopify, for example removing a colour or size that is no longer available.
• Help prevent disputes and chargebacks: reply fast, keep customers updated on tracking, and solve problems before they escalate.
• Flag products that receive repeated complaints, so we can act on them.
• Keep clear notes, so your manager can report to the owners every week.

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WHAT WE ARE LOOKING FOR (MUST-HAVES)

• EXCELLENT written and spoken English. This is the most important requirement. Your email s must read like a native speaker wrote them: no grammar mistakes, natural tone, friendly and professional.
• A strong English education (please mention it in your application).
• At least 3 years of experience in customer support for e-commerce or online stores, preferably fashion or apparel.
• Hands-on experience with Shopify: orders, refunds, editing products and variants.
• Experience with returns, refunds and disputes or chargebacks.
• Experience filling in size charts in Shopify from a supplier's measurements (for example converting cm to inches, or matching sizes to UK and AU sizing).
• Very organised and reliable, with strong attention to detail. You work independently and know when to escalate.
• A stable internet connection, a quiet workspace and a backup power or internet solution.

NICE TO HAVE

• Experience with Disputifier or other chargeback-prevention tools.
• Experience with Slack and Google Sheets.
• Experience supporting customers in the UK or Australia.

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WHAT WE OFFER

• A long-term, full-time position with a stable, growing company.
• Above-average pay for the right person.
• Clear procedures (SOPs) and training from your manager.
• A friendly, direct team with room to grow as the business grows.

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HOW TO APPLY (applications that skip a step will not be considered)
1. Start your application with the words "Fashion Support" so we know you read the whole post.
2. Tell us in a few sentences about your English education and your customer support experience: which stores or companies, how many years, and which tools.
3. Write a reply to this customer email , as you would send it:

"Hi, I ordered a dress in purple 8 days ago and still haven't received anything. Now I got an email saying the colour is sold out?! I needed it for a wedding next Saturday. This is really disappointing. – Sarah"

(Background: the purple colour is sold out at our supplier. We can send the same dress in navy or royal blue, which would arrive in 5–7 working days, or refund her in full.)

4. Record a short voice or video message (1–2 minutes) in English: introduce yourself and tell us why you are a great fit for this role. Add the link to your application.

We look forward to hearing from you.