Customer Support Agent - Shopify, Zendesk, Chat

About Vicinity:
Vicinity is a fast-growing streetwear brand based in Germany, known for bold designs, limited drops, and a passionate community. We are looking for a motivated Customer Support Agent to help us deliver exceptional service and support across our online channels.

Key Responsibilities:
- Respond to customer inquiries via Zendesk, Live Chat, and Email in a timely and brand-aligned manner
- Assist customers with order tracking, returns, product questions, and general support
- Use Shopify to review and manage orders, process returns/refunds, and access customer data
- Manage and document customer interactions in Zendesk, ensuring organized ticket handling
- Collaborate with internal teams (Ops, Logistics, and Marketing) via Slack to resolve issues quickly and efficiently
- Proactively identify recurring issues and suggest improvements for internal processes or FAQ content

Requirements:
- 1+ year of experience with Shopify, Zendesk, and Live Chat platforms
- Excellent written communication skills in English and optional German
- Customer-first attitude with the ability to remain calm and helpful under pressure
- Familiarity with Slack for internal communication
- Interest or background in streetwear or fashion culture is a strong plus
- Reliable, self-motivated, and able to work independently in a remote setup
- Flexibility during drops, sales, or high-volume periods

What We Offer:
- Fully remote role
- Opportunity to grow in a fast-paced, creative e-commerce brand
- Young, motivated team with a strong community vibe