Customer Support Agent (E-commerce)

About the Role
We’re looking for a proactive, detail-oriented, and experienced Customer Service Agent to join our fast-growing e-commerce brand.
You will work closely with our Head of Customer Support and play a key role in making sure our customers across multiple European markets enjoy a smooth, professional, and positive experience.

This role begins with a 2-week, 20-hour/week paid trial period. Strong performance during this time can lead to more hours, higher pay, and long-term growth within the team.

What You’ll Be Doing
- Responding to and resolving customer inquiries through Richpanel (email & social comments).
- Managing refunds, returns, and replacements, and coordinating with our suppliers and fulfillment center (PODs, tracking updates, etc.).
- Handling PayPal disputes and Klarna chargebacks with professionalism and accuracy.
- Updating order details and maintaining customer records in Shopify.
- Working hand-in-hand with the Head of Customer Support to improve workflows and deliver fast, high-quality responses.
- Supporting customers across multiple EU markets, adapting to different languages and cultural expectations.

Tools You’ll Work With
- Richpanel (customer support platform)
- Shopify (order & customer management)
- PayPal & Klarna dashboards (dispute management)

What We’re Looking For
- Proven experience in e-commerce customer support (Shopify required).
- Solid knowledge of dispute and chargeback handling (PayPal, Klarna).
- Fluent in English; experience with multi-language EU customers is a big plus.
- Strong communication skills: professional, empathetic, and solution-driven tone.
- A proactive mindset: not just answering questions, but preventing problems before they escalate.
- Reliable internet connection and the ability to work independently while staying aligned with the team.
- Culture fit: we value ownership, clear communication, and consistency. If you enjoy taking responsibility and helping customers every day, you’ll be a great fit.

Compensation & Growth
- Starting rate: $4.00–$6.00/hour (depending on experience).
- Raises based on performance and responsibilities.
- Bonus opportunities for outstanding results.

How to Apply
Please reply with the following:
1. A short introduction about yourself and your e-commerce customer service experience.
2. Examples of the tools you’ve used (Shopify, Richpanel, Gorgias, Zendesk, PayPal/Klarna, etc.).
3. Your availability (days/hours per week).
4. A sample response to this message:
“Hello, my order hasn’t arrived yet and the tracking link doesn’t work. Can you help me?”

To confirm you’ve read this description carefully, please include the word DreamSupport in the subject line of your application. Applications without this will not be considered.

We’re looking for someone detail-oriented, proactive, and committed to delivering an excellent customer experience.

Applications close on September 4, 2025.
Shortlisted candidates will be contacted for interviews on September 5.