Customer Support for Fast-Growing E-Commerce Business (Full-Time, Long-Term)

UPDATE, PLEASE NOTE:
We are currently not accepting new applications as we’re in the middle of our interview and selection process. If we reopen the position, we will reach out to anyone who has messaged us but hasn’t yet received a response.

Dear Applicant,

We run a fast-growing eCommerce dropshipping business with multiple online stores in various countries. As we scale, we're looking for a dedicated, proactive, and organized Customer Support to join our team long-term.

You’ll play a key role in keeping our customers happy and our operations running smoothly. We’re looking for someone who thrives in a structured environment, communicates clearly, and truly enjoys solving problems.

Your Responsibilities Will Include:
- Handling customer inquiries via email, helpdesk (ReAmaze), and >Facebook comments
- Logging and managing complaints (including recurring product issues)
- Processing returns and refunds in a timely and professional manner
- Creating, updating and optimizing FAQ templates and funnels
- Coordinating with suppliers (e.g., address issues, out-of-stock, delays, returns, refunds)
- Monitoring delivery status (via Parcel Panel) and flagging delayed shipments and contacting customers pro actively
- Performing quality checks (after 5+ product sales)
- Monitoring and replying to Facebook/Instagram comments and messages
- Reporting daily updates to your manager
- Following clear SOPs and documenting any process improvements


Must-Have Skills & Tools:
- Experience with Shopify
- At least 2 years of customer support experience (1+ year dropshipping customer support)
- Excellent written and spoken English communication
- Familiarity with ChatGPT or similar AI tools (for optimizing & translating emails)
- Comfortable using a To-Do app/software (e.g., ClickUp, Trello, Notion. Where we can track you to do’s and update new to do’s)
- Highly organized and detail-oriented
- Proactive mindset and strong problem-solving skills
- Ability to work independently and take ownership
- Slack (internal communication)

Bonus If You Have Experience With:
- Reamaze (support helpdesk)
- Social media customer engagement (especially Facebook & Instagram)

What We Provide:
- Full onboarding with standard operating procedures (SOPs)
- Direct access to our lead Customer Support Manager for support and questions
- Opportunity to grow within the company and take on more responsibility
- A positive and supportive remote team environment
- Clear daily structure and realistic workload

Job Details:
- Start with a 2-week paid trial, with potential for full-time position (40 hours/week)
- Must be available to respond within 24 hours to customer inquiries
- Must not currently have another full-time position
- Weekly team calls for alignment and feedback
- Work within CET time zone (or close)
- 100% remote work setup
- Starting hourly rate will be discussed during the interview, depending on experience


How to Apply:
Please respond to this job post by answering the following:

1. A short description of your previous customer support experience
2. Why you believe you’re a great fit for this role
3. Your availability to start and work hours (how many and what times CET)
4. Send us a short video (min. 1 minute, max. 2 minutes) introducing yourself. Tell us who you are, what you’re good at, and why you’d be a great fit for this role with your past experiences. Bonus points if you make it fun and authentic.

To show us you read this properly, please say the word strawberry at the beginning of your video.
How to submit your video (1–2 minutes):
- Upload your video to Google Drive and make sure the sharing settings allow us to view it. Then include the link in your application.
- Alternatively, you can send the video via WhatsApp to: Upgrade to see actual info.

Make sure to say the word “strawberry” at the beginning of your video.
Applications without a working video link or file will not be considered.

Applications that do not include a video with this word (strawberry) will not be considered.

We're excited to meet someone who’s ready to bring value, structure, and positivity to our growing team. If this sounds like you, we’d love to hear from you!

Looking forward,
Ali