Freelance Customer Support Agent — Focus on Nutrition

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

📋 Description

• You will respond to customer inquiries through Gorgias via email, chat, and WhatsApp—promptly, with empathy, and always in the SHEKO tone.

• You will navigate Shopify independently to resolve issues efficiently and directly.

• You will confidently manage challenging situations and find genuinely satisfying solutions for customers.

• You will be able to identify when an issue requires internal escalation and act accordingly without delay.

• You will adhere to macros and workflows while providing feedback on inaccuracies or areas for improvement.

• If you possess community management experience and a passion for nutrition, you may also moderate our Facebook community, address inquiries, and contribute to a positive environment.

⛳️ Requirements

• Several years of experience in customer support, preferably in D2C or e-commerce.

• Proficient use of Gorgias or similar helpdesk tools.

• Knowledge of Shopify is advantageous.

• Community management experience is beneficial, though not mandatory.

• Availability on weekends is required.

• Excellent command of German, both written and spoken.

• Good proficiency in English for use in Gorgias and our internal tools.

• You communicate clearly, with empathy, and always maintain an egalitarian approach.

• You are structured, dependable, and capable of working independently while remote.

🏝️ Benefits

• Freelance collaboration offering 20–40 hours per week.

• 100% remote—work from anywhere you choose.

• Flexible scheduling within our core working hours from 7:00–21:00 (German time)—80% within mutually agreed time slots, 20% freely schedulable.

• Clear processes, comprehensive briefings, and a supportive team.

• Long-term collaboration with opportunities for growth.