Customer Support Specialist

We are a fast-growing streetwear brand based in Germany,
selling clothing to a style-conscious audience across Europe. We are a lean, founder-led brand
doing six-figure revenue with thousands of loyal customers — and we are
now hiring our first dedicated customer support person.

We ship worldwide but our main market is Europe — mostly Germany,
UK, Scandinavia, and the rest of the EU. Our customers are young,
passionate about what they wear, and they expect fast, human replies
when they reach out.

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?? REQUIREMENTS — PLEASE READ BEFORE APPLYING

You MUST have worked for at least 3 e-commerce or dropshipping stores
before. This is non-negotiable. In your application, list every
e-commerce brand you have worked for and briefly describe your role
at each one. Applications without this will not be considered.

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HOW THE WORK ACTUALLY LOOKS

Let me be real about what this job is:

Every customer reply is written by our AI chatbot. You are not
writing emails from scratch. The workflow is:

1. Read the incoming customer message
2. Paste it into our AI chatbot with the relevant context and instrucitons
3. The chatbot generates the reply
4. You review it — does it make sense? Is the policy correct?
Does the tone feel right?
5. Copy-paste and send

That's the core of it. It is a copy-paste job with judgment.

The judgment part is what matters. The AI can sometimes produce
wrong answers, miss context, or apply the wrong policy. You need
to understand enough about our system to catch that. You don't
need to be a native English writer — you need to understand
English well enough to read a customer's message, know what
they actually want, and recognize whether the AI's reply is
correct or off.

You also need to know when to NOT use the chatbot and flag
the case directly to me instead.

This requires common sense, basic understanding of e-commerce
support, and the ability to work independently without someone
holding your hand after the onboarding phase.

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HOW ONBOARDING WORKS

We don't throw you into the deep end. Onboarding is fast, structured,
and fully paid from day one.

- 2 Google Meet sessions where I personally walk you through every
common case type, our policies, our tone, and our tools
- You get full documentation with templates and clear rules for
every situation you will encounter
- You get direct WhatsApp access to me (the founder). Any question,
any time — just ask. I respond fast and I don't bite
- In the first weeks, I review your replies and give you direct
feedback so you build real understanding

The onboarding takes about 2 days. After that, you handle the inbox
with my support in the background. As your confidence grows, you gain
full autonomy.

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WHAT YOU HANDLE DAY-TO-DAY

Most of the work is common, recurring customer questions:

- "Where is my package?" — shipping status and tracking
- "I want to return my order" — return and refund requests
- "I haven't received my order yet" — missing parcel cases
- "Is my order a pre-order?" — order status clarification
- "My item arrived damaged" — product issue reports

These make up 90% of the inbox. Clear documentation and templates
exist for all of them. For anything unusual — legal threats,
chargebacks, policy exceptions — you flag it directly to me.
You will never be left alone on a difficult case.

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THIS JOB IS NOT

- A call center. No phone calls, ever.
- Cold outreach or sales.
- Social media management or content creation.
- A job where you need to write anything from scratch.

It is structured inbox management with a clear system behind it.
You paste, you review, you send. But you need the understanding
to do it right.

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