Customer Support (Email-based) Assistant for E-commerce - clothing webshop

Job Title:
Customer Support Assistant for E-commerce Brand (Part-time, Long-term)

Job Description:
We are looking for a reliable, detail-oriented customer support freelancer to help us with the daily handling of customer inquiries for our e-commerce brand Gruber Wien, based in Austria.

You will use our support platform (Gorgias) to handle incoming customer messages. We have created a detailed manual that explains exactly how to respond to each type of situation using ready-made message templates. If you're ever unsure how to reply, you can ask us directly or use a tool like ChatGPT to help translate or formulate your message.

Fluent German is not required. We use ready-made German templates and you can translate incoming messages using tools like DeepL or ChatGPT.

Working Hours:
2x per day, with 5–6 hours between shifts
Each shift: 30 to 60 minutes for now
We are growing fast – if you're open to taking on more hours in the near future, that’s great. If not, we’ll add more tea ---------- mbers as needed.
Time zone: Europe/Amsterdam (CET/CEST)
Flexible schedule, as long as tickets are answered promptly and daily

Your Responsibilities:
Respond to customer messages via Gorgias, using German templates
Handle common questions (returns, exchanges, address changes, shipping)
Update addresses in Shopify or Gorgias (if the order is not yet fulfilled)
Escalate refunds or special cases to the founder (you do not handle refunds)
Always communicate with kindness, patience, and professionalism

Requirements:
Experience in e-commerce or customer support
Familiarity with Shopify and Gorgias is a big plus
Able to use translation tools (DeepL or ChatGPT) when needed
Reliable internet connection
Detail-oriented and dependable

Rate & Duration:
$5 per hour
Paid weekly via Wise
Long-term role with potential for growth

Why Work With Us:
Gruber Wien is a fast-growing clothing webshop focused on quality and great service. We value our team and aim to build long-term partnerships based on trust, respect, and clear communication.

How to Apply:
Send us a short message including:
A few lines about your experience in e-commerce or customer support
Which tools you're familiar with (Shopify, Gorgias, etc.)
Your daily availability (based on Europe/Amsterdam timezone)
We look forward to hearing from you within 24 hours.