Customer Support Specialist – Fashion Dropshipping Store

Rate: $4 USD/hour + bonuses
Hours: 20 hrs/week during onboarding period, transitioning to 40 hrs/week

About Us
We operate a fashion dropshipping stores on Shopify selling on multiple markets EU/AU and US. We're looking for a reliable, detail-oriented Customer Support Specialist who genuinely enjoys helping customers and takes pride in clear, consistent communication. This is a long-term opportunity with real growth potential for the right person.

The Role
You'll be the first point of contact for our customers, handling tickets via email, resolving complaints, processing refund requests, and helping us continuously improve our support workflows. This is not a copy/paste job. We need someone who reads carefully, responds with empathy, and closes cases efficiently while following clear refund and return workflows to reduce unnecessary refunds and prevent escalations.

Responsibilities
* Respond to customer emails regarding orders, tracking, refunds, sizing, quality complaints, and FAQs within 24 hours (weekdays)
* Handle and resolve customer complaints professionally and efficiently
* Follow our refund strategy and workflows to reach the best outcome for both customer and business
* Use and improve email templates — personalize where needed, avoid robotic replies, keep messages concise
* Track and report on refunds and complaints in a structured tracking sheet
* Contribute to improving our internal support documentation and processes
* Use translation tools responsibly to handle non-English emails while keeping messages natural
* Escalate sensitive cases immediately (legal threats, chargebacks, payment provider complaints)
* Proactively identify recurring problems and suggest improvements (FAQ updates, template improvements, sizing notes)
* Maintain consistency and accuracy in all customer communications

Required Platforms
* Re:amaze (ticketing system)
* Shopify
* DeepL or similar translation tool
* Google Workspace (Gmail, Sheets, Drive)

Requirements (Must-Have)
* Proven experience in dropshipping customer support must have in fashion/apparel
* Strong English writing skills — clear, empathetic, professional tone
* Excellent reading comprehension and attention to detail
* Ability to follow SOPs while thinking independently when needed
* Strong empathy and de-escalation skills (calm under pressure)
* Available to start immediately
* Not currently in another full-time role
* Available for 40 hrs/week after the trial period
* Reliable internet connection and consistent availability

Nice-to-Have
* Experience with Re:amaze specifically
* Experience tracking refund rates, complaint reasons, and top recurring issues
* Familiarity with EU consumer expectations (returns, delivery times, complaints)

What We Provide
* Full time job
* 4$ per hour
* We're scaling and plan to expand our support team and you can be part of hiring and become customer support manager
* A clear path from onboarding to full-time long-term collaboration
* 5% bonus for every won chargeback (e.g., win a $120 chargeback = earn an extra $6)

How to Apply
Please include the following in your application:
1. Your dropshipping support experience — stores/niches you've worked with, ticket volume, years of experience
2. The tools you've used — Shopify, ticket systems (Re:amaze, Gorgias, Zendesk, Freshdesk), spreadsheets, etc.
3. A short explanation of your experience supporting fashion dropshipping stores
4. Examples of systems, workflows, or setups you've worked with
5. A short explanation of how you reduce refunds and calm angry customers
6. How many emails/tickets you can realistically handle per hour — please be honest, this helps us plan workload
7. Two sample replies written by you:
* Case A: Customer says the jacket is too small and wants a full refund
* Case B: Customer complains about quality/material not matching expectations
Attention to detail check: To show us you've read this post carefully, please include the word „REAMAZE” at the start of your application. Applications without this word will not be considered.
We're looking for someone who wants to grow with us long-term.