Customer Support, E-commerce

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

📋 Description

• Deliver written customer support for both brands utilizing Gorgias (helpdesk) and Shopify.

• Address customer inquiries through email, contact forms, chat, and social media platforms.

• Review, amend, approve, or decline drafts generated by AI responses.

• Manage returns, which includes overseeing return portals based on delivery country, deadlines, fees, labels, and exceptional cases.

• Verify refund statuses in Shopify, clarify discrepancies, and process manual refunds.

• Address complaints by requesting images, evaluating causes, and suggesting solutions within established parameters.

• Handle shipping-related issues including tracking, lost packages, cancellations, and inquiries with DHL, DPD, GLS, and FedEx.

• Keep a record of the status of ongoing cases internally.

• Highlight recurring errors in drafts or response templates.

• Undergo a two- to four-week structured onboarding process with proofreading, then transition to independent work.

⛳️ Requirements

• Proficient in written German at a negotiation/fluent level (C1–C2) is essential.

• Advanced/secure proficiency in written English (C1) is required.

• Proficient use of AI tools like ChatGPT or Claude for generating, rewriting, and translating drafts.

• Capability to critically assess AI-generated outputs and detect errors.

• Excellent attention to detail.

• Ability to work autonomously and seek clarification when uncertain instead of improvising.

• Dependable internet connection and personal computer are necessary.

• Background in customer service or e-commerce is preferred.

• Familiarity with Gorgias, Zendesk, or Shopify is advantageous.

• An interest in outdoor sports or barefoot shoes is a plus.

• Availability from Monday to Friday during core hours of 09:00–17:00 Georgia Time (07:00–15:00 Vienna Time).

• Minimum of four hours of overlap with the Austrian team is required.

🏝️ Benefits

• [List any benefits here, if applicable]