Customer Support

HIRING ASAP!
Part-time — approx. 2–4 hours per day (between 8AM-6PM CET)

We are Lotgenootje, a fast-growing e-commerce startup from the Netherlands, generating over €4M in revenue in our second year.

We design and sell our own weighted plush toys that help with comfort, calm, and emotional support. With our community and customer base growing quickly, we're looking for another Customer Support to join our team.

You will be the third member of our support team and you'll be working closely with our Head of Customer Support based in the Philippines.



Email Support
• Handle customer inquiries via email
• Assist with order lookups, shipping updates & tracking questions
• Process and coordinate returns, exchanges, and cancellations
• Manage refund requests following brand policy
• Support customers with issues like:
— Wrong address submitted
— Duplicate orders
— Order change requests
— Delayed packages or courier issues
• Guide customers calmly in emotional or sensitive situations


Social Messages & Comments (Facebook + Instagram)
• Reply to customer questions in DMs and comments
• Provide product information
• Help customers with order inquiries and support cases
• Monitor and hide spam or harmful comments if needed
• Encourage positive engagement and reassure customers



Requirements:
• E-commerce customer support experience
• Must have experience replying to customer messages on Facebook and Instagram
• Shopify experience required
• Experience using support/ticketing tools
• Able to work Mondays–Sundays (7 days a week)
• Must be very comfortable using ChatGPT for language support & replies (you’ll be communicating in Dutch)


Send us:
• A short intro about yourself
• Your Shopify + e-commerce support experience
• Your experience with Facebook/Instagram customer replies
• Resume