CUSTOMER SUPPORT AGENT — DTC E-COMMERCE BRAND

CUSTOMER SUPPORT AGENT — DTC E-COMMERCE BRAND
Full-time | Remote | Long-term


We are a fast-growing DTC beauty brand operating in the Spanish
market. We're looking for a reliable Customer Support Agent who
can own our customer experience end-to-end.



THE ROLE

- Handle 20+ customer emails per day (Spanish — using DeepL/ChatGPT)
- Follow our SOPs to resolve tickets fast and consistently
- Communicate with our supplier on WhatsApp (in English)
- Track every ticket in a Google Sheet
- Send a weekly report to the founder
- Suggest process improvements when you spot inefficiencies


YOU'RE A FIT IF YOU HAVE

? 1+ year customer support experience (e-commerce strongly preferred)
? English: B2+ written (you'll communicate with suppliers daily)
? Comfortable using DeepL / ChatGPT for Spanish translation
? Detail-oriented, reliable, take ownership
? Experienced with Google Sheets (formulas, tracking, reporting)
? Fast learner — you can follow a written procedure
? Available on ---------- during your work hours
? Stable internet + quiet workspace



BONUS POINTS IF YOU HAVE

- Experience with Shopify customer service
- Used Gorgias, Zendesk or similar
- Worked with European brands before
- Basic understanding of refund/return policies in EU



COMPENSATION

- $250 USD/month (full-time, paid monthly)
- $25 monthly bonus if all weekly KPIs are green
(response time, resolution rate, sheet accuracy)
-Salary review at month 3 — based on performance


HOW TO APPLY

Send us:

1. Your CV
2. 2-3 sentences: what was the most difficult customer ticket
you've handled, and how did you resolve it?
3. Your monthly rate expectation
4. Your weekly availability + any other clients you currently work with
5. Tell us: which translation tool would you use to handle
Spanish emails, and why?


- TO PROVE YOU READ THIS

Your email subject line MUST be exactly:

"CS AGENT APPLICATION — [today's temperature in Madrid] — [your name]"

Example: "CS AGENT APPLICATION — 18°C — Maria Santos"

Applications without this format are auto-rejected.