Email Customer Service (Online, Remote)

Email Customer Service Representative (Remote / Online)
Type: Part-time · Remote · Independent Contractor Schedule: Daily — weekdays and weekends, ~2–3 hours per day (occasionally more during busy periods) Reports to: Customer Service Manager

About the Role
We are a direct-response e-commerce company selling health, wellness, and beauty products across multiple European markets. We're looking for a reliable, detail-oriented Email Customer Service Representative to manage our customer inbox and keep our buyers happy.
This is a long-term role for someone who shows up every single day, follows process carefully, and communicates clearly. Consistency is the most important quality we're hiring for.
What You'll Do
Reply to customer emails accurately and on time, every day — including weekends — to keep response times low and customers satisfied.
Write emails in multiple languages — Dutch, English, Swedish, German, Spanish, Italian, and French — using translation tools such as DeepL or Google Translate to communicate clearly with customers across all our markets.
Update and correct shipping addresses in Shopify (for example, when a customer forgot to update their address or requests a change before the order ships).
Counter payment disputes and chargebacks by gathering and submitting the required evidence to contest them.
Use AI tools daily to draft, refine, and speed up your replies — while always checking accuracy before anything is sent.
Follow our SOP exactly on every reply. No off-script, "nonsense," or made-up answers.
Escalate difficult or unusual cases to the manager and wait for instructions before responding.
What We're Looking For
Experience: Minimum 3 years in email / customer service support.
Stability: At least 1 year of continuous work at your most recent company. We value people who commit long-term — not job-hoppers.
Tool knowledge: Hands-on experience with Shopify and Tidio.
AI-fluent: Comfortable using AI tools as a regular part of your daily workflow.
Communication: Excellent written English with a clear, friendly, professional tone.
Multilingual: Able to handle customer emails in Dutch, English, Swedish, German, Spanish, Italian, and French, using translation tools (DeepL, Google Translate) to write accurately in each language.
Diligence: This is a genuine every-day commitment. We expect you to show up and do the work daily — the only acceptable reason to miss a day is a real health condition. No excuses beyond that.
Reliability: Able to work consistently every day, including weekends, and put in extra hours when volume spikes.
Process-driven: You read instructions carefully, follow the SOP to the letter, and ask before improvising.
Tools You'll Use
Shopify — order and address management
Tidio — customer messaging
AI assistant tools — drafting and quality-checking replies
Translation tools — DeepL / Google Translate for multilingual email support
Schedule & Commitment
This is a daily role — weekdays and weekends. Expect around 2–3 hours per day on average, with some busier days requiring more. Customers email every day, so we need someone who replies every day, without excuses (genuine health issues aside).
What We Offer
Strong, competitive pay that rewards reliability and good work.
Real room to grow. As you prove yourself, there is strong potential to increase your daily hours over time — meaning more work and more earnings for the right person.
A clear SOP and a manager to support you on the tricky cases, so you're never left guessing.

How to Apply
To make sure we only receive applications from real people (not bots or AI auto-submissions), please follow this exactly:
Give your application a title and a short cover letter, and end BOTH with this exact phrase:
Nanobanana ECOM – [Your Name]
Applications that do not include this phrase at the end will not be reviewed.
In your cover letter, please briefly tell us:
Your years of customer service experience, and how long you stayed at your most recent role.
Your experience with Shopify and Tidio.
How you currently use AI in your day-to-day work.
Which of these languages you can confidently handle (with translation tools): Dutch, English, Swedish, German, Spanish, Italian, French.
We look forward to hearing from you!