Customer Support Specialist fulltime – Georges Caps

Customer Support Specialist (Full-Time) – George's Caps
About Us
George's Caps is a British cap brand with a workshop in London, UK, selling handcrafted flat caps and newsboy caps to customers across the United States. We take great pride in delivering a personal, high quality experience to every single customer. We are looking for a warm, reliable and sharp customer support specialist to join us full time.
The Role
This is a full-time remote position covering the US afternoon and evening hours, specifically 2pm to 10pm Eastern Time. You will be the voice of George's Caps, making sure every customer feels heard, helped and happy. You will handle everything from tracking questions to unhappy customers, and you will need to do it all in a warm and personal tone as if the email is coming from George himself.
What You Will Be Doing

Responding to customer emails in a warm, personal and professional tone
Handling unhappy or frustrated customers with patience and empathy
Managing order tracking and giving customers clear, honest shipping updates
Processing partial and full refunds following our internal guidelines
Handling return requests, wrong address situations and missing order cases
Responding to social media comments and Facebook ad comments
Flagging complex situations that need escalation
Keeping records organised and up to date

What We Are Looking For

Excellent written English. You must write naturally, warmly and clearly, not copy paste from templates
Experience handling difficult or angry customers without losing your cool
Reliable and self-managed. You will be working independently and need to make judgment calls on your own
Detail-oriented. Small things like using the customer's name and reading their message carefully matter a lot here
Prior e-commerce or Shopify experience is a strong advantage
Experience with Gmail or any helpdesk tool is a bonus

Details

100% Remote
Full-time, 8 hours per day
Hours: 2pm to 10pm US Eastern Time (Monday to Friday, some weekend coverage may be needed)
$500 to $700 per month depending on experience
Start: As soon as possible

How to Apply
Please apply with the following three things. Applications without all three will not be considered.

A short intro about yourself and your customer service background
One example of how you handled a difficult or angry customer
Write a short sample email reply to this customer message: "I ordered two caps last week and I still have not received any tracking information. Where is my order?" Write it as if you are responding on behalf of a small personal cap brand. Keep it warm and brief.