Experienced Shopify Customer Support Specialist (Full-time, Remote)

Are you an experienced Customer Support Specialist (min. 3 years experience) ready to take on a new challenge? We are an ambitious, fast-growing e-commerce company focused on the European market, and we're looking for a highly driven and experienced professional to join our team.

This is more than just a customer support job; we're looking for someone who thrives under pressure, is excited to help build and optimize our processes, and wants to grow with us. We're a tight-knit team that works hard and has fun together. We value a human-first approach, regular communication, and a strong sense of shared responsibility.

This role requires a proactive mindset, a passion for helping people, and a knack for solving problems. If you're looking for a long-term opportunity where your efforts are truly valued, this is the place for you.

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### Your Responsibilities:

- Managing customer communication across multiple channels: email, live chat, and socials.
- Delivering fast, empathetic, and solution-oriented service to our customers.
- Collaborating with our team to optimize and document processes (SOPs, KPIs).
- Taking full ownership of your work, demonstrating initiative, and working independently.
- Solving complex issues and turning unhappy customers into brand advocates.
- Developing a strong technical understanding of our products (lighting).

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### Requirements:

- **Mandatory:** **Minimum of 2-3 years of recent, hands-on experience** in a customer support role within an established e-commerce brand or a major dropshipping operation.
- **Mandatory:** Proven experience with Shopify.
- Fluent in English (spoken and written).
- Experience working with CRM/helpdesk tools like Freshdesk, Zendesk, Gorgias, or similar.
- Ability to handle high-volume work and multitask effectively.
- A genuine passion for customer service—you don't just see it as a job, but as an opportunity to help people.
- Strong problem-solving skills and an interest in developing processes and systems.
- Willingness to grow with the company—we offer real career advancement opportunities for top performers.
- A proactive, ambitious mindset; no 9-5 mentality.

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### Bonus Points if you have experience with:

- Contributing to team processes and helping to implement SOPs.
- A background in architecture, design, or a similar field that involves technical drawings or building concepts.

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### **IMPORTANT: How to Apply**

**We will not consider copy-paste applications.** To ensure you've read this vacancy carefully and are genuinely interested in this opportunity, please include your favorite food in your application message. In a separate paragraph, briefly explain how you would handle a customer complaint about a broken product received in the mail.

We are looking for someone who invests time and thought into their application.

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### What We Offer:

- A fast-growing company with real potential for career progression into a team leader position.
- A dynamic and international environment with a human-first approach.
- A team that supports each other and works together to achieve shared goals.
- A role where you can take full ownership and develop your skills.
- Opportunities for growth for ambitious individuals.

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**This is a full-time, remote position based on CET hours.**