Customer Support Specialist (experienced)

We’re a growing e-commerce business serving customers across the UK, Canada, Australia,US, the Netherlands, and Belgium - and we’re looking for a sharp, empathetic, and experienced Customer Support Specialist who knows how to deliver a premium experience.

We have 3 stores in the fashion and homedecor niche, experience in these niches would he a plus point.

This isn’t just ticket answering. We’re looking for someone who truly understands the e-commerce customer journey, knows Reamaze inside out, and can communicate with clarity and warmth, even when things go wrong.

What You’ll Do
• Respond to customer inquiries via Reamaze (email, chat) with empathy, clarity, and speed
• Resolve issues related to sizing, shipping, payments, returns, and refunds - protecting both customer trust and business health
• Use Reamaze to manage tags, views, triggers, macros, and follow-ups
• Communicate clearly with customers in English - including those whose first language is Dutch or French
• Spot trends in complaints, refunds, or confusion - and suggest improvements to team leads
• Collaborate with operations to track down issues and ensure smooth resolution
• Respond to reviews (like Trustpilot) with empathy, professionalism, and ownership

Who We’re Looking For
• 3+ years in e-commerce customer support (preferably fashion or lifestyle products)
• 2+ years daily use of Reamaze (mandatory)
• Fluent in English, written and spoken
• Comfortable supporting international customers, including those in non-native English markets (e.g. NL, BE)
• Strong problem-solving skills and a sense of ownership - you don’t wait, you act
• Experience handling returns, refunds, and sizing-related concerns with clarity and care
• Highly organized and reliable with remote communication

What We Offer
• Fully remote position with flexible hours
• Starting with a base salary with growth potential based on performance
• A fast-moving team with high standards and clear SOPs
• Full ownership of the customer experience - your voice matters here
• Opportunity to help shape support strategy as we grow