Customer Support & Logistics Coordinator - E-Commerce Jewelry Brand

Summary
About Us
Brother & Sisters is an established family-owned jewelry brand founded in 2017, specializing in personalized pieces that celebrate meaningful relationships. Based in France, we serve customers worldwide with a commitment to quality craftsmanship and exceptional customer experience.
We're seeking a detail-oriented, solution-focused professional to join our team and help maintain our high standards of customer satisfaction.

Role Overview
You'll be the primary point of contact for our customers, handling inquiries from pre-purchase questions through post-delivery support. You'll also coordinate with our fulfillment partners to ensure smooth order processing and resolve any shipping-related issues.

Key Responsibilities:

Customer Support (Primary Focus)

- Respond to pre-sale inquiries about products, shipping eligibility, delivery times, customs duties, and refund policies (Note: Our AI chatbot handles many common questions automatically)
- Manage post-purchase support including shipping updates, returns, exchanges, address corrections, and general concerns
- Contact customers when address issues are flagged by our system (missing apartment numbers, incorrect zip codes, etc.)
- Reach out to customers requiring parcel collection
- Follow up on negative reviews (1-2 stars) on Trustpilot and Loox to resolve issues and restore customer satisfaction
- Handle warranty claims under our lifetime guarantee policy appropriately

Logistics Coordination

- Communicate order modifications to fulfillment partners via Slack within 6 hours of order placement (address changes, product substitutions, etc.)
- Track and escalate shipping delays:
- Request urgent preparation for unfulfilled orders
- Initiate free resends for lost parcels (no tracking updates for 7+ days)
- Update tracking numbers in our system after resends
- Coordinate defective product replacements at no cost to the customer
- Maintain clear, specific communication with suppliers (always include order numbers, SKUs, tracking numbers, and screenshots when relevant)

Performance Standards

- Response Time & Schedule:
- Respond to all customer inquiries within 24 hours
- Availability required: Monday through Saturday (European hours preferred, 8 AM - 5 PM CET)

Communication Quality:
- Resolve tickets in 1-2 messages using clear, direct, affirmative language
- Maintain a solution-oriented approach in every interaction and be able to follow the internal policies
Example: "I understand you'd like to return your personalized piece. While our policy doesn't allow refunds on custom items, I can offer you [alternative solution]..."

Organization:
- Handle 200-300 tickets daily during peak periods
- Use Zendesk priorities, spreadsheets, or your preferred system to track follow-ups
- Escalate complex cases or stalled logistics communications promptly
- Avoid waiting idly for supplier or customer responses—move to other tickets and circle back

What We're Looking For
Required:
- 2-3 years of customer support experience in e-commerce (small business environment preferred)
- Experience coordinating with suppliers/fulfillment partners
- Proven ability to work autonomously and take ownership
- Fluent English (written and verbal)
- Comfortable with high-volume ticket environments
- Strong organizational skills and attention to detail
- Problem-solving mindset with proactive approach

Preferred:
- Experience in jewelry or personalized products sector
- Knowledge of French and/or German
- Chargeback management experience
- Familiarity with Zendesk, Slack, and Google Workspace

Personality Traits:
- Resilient and solution-oriented
- Empathetic communicator
- Self-starter who thrives in fast-paced environments
- Takes pride in delivering exceptional customer experiences

Compensation & Growth
Rate Structure:
- Hourly Rate: $6-8/hour based on demonstrated skills and experience level
- Minimum 2 years e-commerce customer support experience required
- Rate determined during interview based on your skill set and track record
- Trial Period: 30-day probationary period to assess mutual fit and performance
Rate Reviews: Performance-based reviews every 3-6 months with potential increases based on:
- Quality of work and customer satisfaction metrics
- Ticket resolution efficiency and accuracy
- Business volume growth
Growth Opportunity: Long-term role with an established, scaling brand where high performers can advance
We're looking for a self-sufficient professional who can hit the ground running with minimal supervision.

To Apply
Please submit a proposal that includes:
- Introduction: Brief written introduction highlighting your relevant e-commerce customer support experience (Optional: Include a 1-2 minute video/Loom introduction - candidates who do this often stand out)
- Resume/CV: Your up-to-date CV demonstrating minimum 2 years of e-commerce customer support experience
- Customer Service Examples: Describe 2-3 specific examples of how you've successfully resolved difficult customer situations in an e-commerce environment (include the problem, your approach, and the outcome)
High-Volume Experience: Detail your experience managing high ticket volumes:
- Customer support platforms you've used (Zendesk, Gorgias, Freshdesk, etc.)
- Average daily ticket volume you've handled (we need someone comfortable with 200-300 tickets/day)
- How you stay organized during peak periods
- Experience coordinating with suppliers/logistics partners
- Availability: Confirm your availability and preferred working hours in CET timezone (Central European Time, UTC+1)
- Applications without demonstrated e-commerce experience or missing required information will not be considered.
(Please include “Brother & Sisters Job Application” in the subject line when submitting your application).