Customer Support Specialist — eCommerce (Remote, Long-Term)

We run a fast-growing eCommerce dropshipping business with multiple stores across different countries. Our Oceania store is scaling quickly and we're looking for a dedicated Customer Support Specialist to join our team for the long term. This is not just a job, it's an opportunity to grow with us. We reward consistency, initiative, and people who take ownership of their work.

About the role:
You will be the first point of contact for our customers. We have a clear, well-documented process in place that keeps our customers happy and our chargeback rate exceptionally low. Your job is to follow that process with precision, represent our brand professionally, and continuously look for ways to improve the customer experience.

Your responsibilities
- Responding to all customer emails within 12 hours
- Handling complaints, refund requests, and order inquiries
- Providing accurate tracking information and resolving delivery issues
- Maintaining our documentation and contributing to process improvements
- Reporting daily/weekly on refunds and complaint patterns
- Representing our brand with professionalism and care in every interaction

Required platforms — you must have hands-on experience with:
- Shopify
- Gorgias
- ChatGPT
- Claude
- DeepL
- Slack

What we're looking for
- Fluent written and spoken English — your emails must be clear, warm, and professional
- Minimum 2 years of customer support experience, preferably in Fashion eCommerce
- Someone who is detail-oriented — no duplicate emails, no vague answers, no off-topic replies
- Organised, self-motivated, and proactive
- Available to start immediately
- Available for weekly team calls
- Flexible availability of 10–40 hours per week depending on business needs

What we offer
- Full video training and detailed SOPs — you will never be left guessing
- Direct access to lead customer support to answer your questions
- A stable, long-term position with real growth opportunities
- The chance to grow into a senior role as we expand into new markets

How to apply
Please answer the following questions in your application. Applications that do not answer all questions will not be considered.

- Which customer support platforms have you worked with, and for how long?
- Describe a situation where a customer was angry or frustrated. What happened and how did you handle it?
- Have you worked in eCommerce or fashion before? If yes, describe your role and responsibilities.
- What does "chargeback" mean to you, and have you ever dealt with them?
- What is your average response time when handling customer emails, and how do you prioritise when you have many open tickets at once?
- To confirm you have read this job post carefully and follow instructions precisely, end your application with the word: Tangerine
- Please attach a short video in which you introduce yourself

Applications without a personalised response and introduction video will not be considered.

We look forward to hearing from you.