Expert E-commerce Customer Support Agent — Shopify DTC

We're a fast-growing Shopify DTC e-commerce brand selling across European and English-speaking markets, looking for an experienced Customer Support Agent who can own our support operations end-to-end.
This is a role for someone who already knows Shopify DTC support inside and out — not an entry-level position.
What you'll handle (full ownership):

Customer support emails (Gmail / support inbox) — order inquiries, shipping & tracking, product questions
Refund requests and returns processing
Chargeback and dispute documentation (gathering evidence, drafting rebuttals)

Facebook ad comment moderation and direct messages
Overseeing our AI support chatbot and handling escalations
Maintaining a warm, empathetic, customer-first tone at all times

You're a great fit if you:

Are a genuine expert in Shopify DTC customer support with proven experience
Know the Shopify admin, order management, refunds, and dispute flows cold
Have handled chargebacks and know what evidence wins them
Write clear, friendly, professional English
Are highly organized, proactive, and able to work fully independently
Can manage high message volume without sacrificing accuracy or tone
Have reliable internet and a quiet work setup

Bonus points for:

Experience moderating Facebook/Meta ad comments at scale
Experience with Klaviyo
Ability to adapt to European business hours (a plus, not required)
Multilingual ability (French/Dutch/Spanish a strong plus)

Tools you'll use: Shopify, Gmail (primary), Facebook Business Suite, and our internal SOPs and templates.
To apply — read carefully:

Start your application with the word "FOOTSPA" so we know you read the full post
Give a short intro about yourself
Describe your Shopify DTC support experience, including any chargeback/dispute work
Tell us the largest support volume you've handled (tickets/day) and the brands/stores you've supported
Note your timezone and whether you can flex toward European hours

Applications that don't start with "FOOTSPA" will not be considered.