Customer Support Agent

This is a fully remote position, open to applicants in Netherlands.

📋 Description

• Take ownership of the entire customer interaction across Gorgias: email, Instagram and social DMs, Amazon Buyer Messages, and responses to reviews on Trustpilot, Amazon, and the Arc storefront.

• Respond with care, precision, and in alignment with the brand's voice. Avoid using copy-paste templates without context; ensure every message reflects Arc's tone.

• Address order-related issues comprehensively: tracking, address modifications, replacements, returns, refunds, damaged shipments, lost packages, and warranty claims.

• Utilize MinimalAI as a drafting and assisting tool, rather than a substitute for personal judgment. Evaluate and enhance AI-generated drafts.

• Develop and sustain the macro library, FAQ articles, and internal knowledge base. When a question arises three times, ensure it doesn't need to be addressed manually a fourth time.

• Identify trends in inquiries and relay this information to operations, product, and engineering teams. Noticing a defective batch? A shipping carrier's regional failures? Ambiguous product descriptions on the site? You are the first to identify and report these issues.

• Ensure adherence to SLA targets regarding first response time and resolution time across all channels, including weekend coverage when necessary.

• Collaborate with the warehouse and 3PL partners on stock holds, expedited shipping, and handling exceptions.

• Manage chargebacks and PayPal disputes with the evidence and approach that secures favorable outcomes.

• Maintain accurate customer records, tags, and notes in Gorgias and Shopify to ensure the team can rely on the data.

• Handle escalations with poise.

⛳️ Requirements

• Over 2 years of experience in customer support, preferably within a DTC ecommerce, consumer hardware, or premium lifestyle brand.

• Practical experience with a modern helpdesk system: Gorgias, Zendesk, Front, or similar platforms.

• Native-level proficiency in written English. Excellent grammar, strong tone control, and the capability to craft human-sounding responses under pressure.

• Detail-oriented. You notice discrepancies in order numbers, addresses missing details, and discontinued SKUs.

• Highly organized and self-motivated. You effectively manage your own queue without oversight and ensure tickets do not age.

• Diligent and dependable. A full queue of 40 hours does not intimidate you, and during quieter days, you focus on enhancing the macro library instead of waiting idly.

• Friendly in high-pressure situations. Hostile customers, public complaints, and complex escalations do not alter your tone.

• Familiarity with Shopify, basic order management, and interpreting shipping carrier tracking information.

• Reliable overlap with EU time zones, Monday to Friday during core hours, with a willingness to cover occasional weekend shifts.

• A working setup conducive to a professional remote role: a quiet environment, stable internet connection, and a second monitor is preferred.

🏝️ Benefits

• Complimentary Arc products

• Equipment: you provide your own laptop and a reliable internet connection

• Modern tools: Gorgias as the helpdesk, MinimalAI as the assisting layer, Shopify, and the complete Arc product catalog as your context

• Genuine influence over the support function: tone of voice, macro library, SLA targets, and the tools for future hires

• Direct access to operations, product, and engineering. When you identify a recurring issue, it gets resolved.