A Player Customer Support Operator | French E Commerce | Growth to Team Leader

We are looking for an A Player Customer Support Operator for a growing French e commerce brand.

This is not a basic VA role.

This is not a simple copy and paste ticket role.

We are looking for a serious customer support operator who can help us manage real customer situations, reduce unnecessary refunds, prevent disputes and chargebacks, and protect the customer experience.

Our store is in French. You do not need to be a native French speaker, but you must be able to prepare high quality French customer replies with strong judgment, careful review, and the right tools.

Internal communication will be in English, so strong English communication is required.

You will work inside Reamaze, our customer support helpdesk.

This role starts part time, but it is not a casual side task. We expect a minimum of around 3 hours per day. Some days may require more time depending on ticket volume. Customer support can be unpredictable, so we need someone who can actively monitor the inbox and respond in a timely way.

This role can grow quickly into full time for the right person.

The right person can also grow into a Customer Support Team Leader role.

What You Will Do

Manage customer support tickets inside Reamaze.

Read the full customer conversation before replying.

Check order information, tracking status, and previous communication before preparing a reply.

Classify customer cases correctly.

Follow our SOP, templates, refund ladder, replacement ladder, and escalation rules.

Prepare warm, professional, accurate customer replies in French.

Use AI tools responsibly when needed, without blindly copying replies.

Keep clear internal notes.

Use labels and ticket organization correctly.

Handle normal customer support cases according to the SOP.

Apply approved refund and replacement steps when the case clearly fits the SOP.

Escalate sensitive cases before taking action.

Never make unsafe promises about delivery, refunds, replacements, discounts, or compensation.

Report recurring customer issues, weak spots, and customer objections.

Suggest improvements to templates, workflows, and support processes when you see a better way.

What We Expect From an A Player

We are not looking for someone who only follows templates silently.

We want someone who can follow SOPs carefully during live customer support, but also speak up when they see a stronger way to improve the system.

If you have experience from another successful fashion store, e commerce brand, or high volume support environment, we want you to bring that experience to the table.

If a template, workflow, or process can be stronger, we expect you to explain why and suggest a better approach.

A true A player does not only do the work.

A true A player improves the system.

If you are reading this carefully, remember this sentence: Ik heb alles aandachtig gelezen.

Important Application Note

In the application form, we will ask you to explain your real experience in detail.

Do not submit random store links.

Do not only list tool names.

We want to understand what you actually did.

If you used an e commerce platform, explain your real workflow.

If you used a helpdesk tool, explain how you handled tickets, internal notes, follow ups, labels, macros, and escalations.

If you handled refunds, disputes, returns, replacements, tracking issues, or angry customers, explain your role and what you did.

Generic answers will not be considered.

A strong answer explains the workflow.

A weak answer only says something like: I know Shopify, PayPal, Gmail, Zendesk.

Training and Responsibility

In the beginning, your replies will be reviewed before sending.

You will prepare drafts, receive feedback, and improve quickly.

As you prove that you can follow the SOP, understand customer cases, use good judgment, and avoid mistakes, you will receive more responsibility and more autonomy.

You do not need approval for every normal step once you are trained and the case clearly fits the SOP.

You must ask for approval when a case is sensitive, outside the SOP, involves a higher than approved refund, a dispute, a chargeback, a legal threat, a review threat, a return address issue, or anything you are unsure about.

If you understand the importance of details, remember this sentence as well: Ik werk nauwkeurig en volg instructies.

Growth, Milestones and Performance

This is a performance based role.

Good performance can lead to more hours, full time work, higher responsibility, bonuses, milestones, and promotion to Team Leader.

Strong performance, accuracy, ownership, loyalty, and useful improvement suggestions will be rewarded.

Poor performance, careless work, repeated mistakes, missed instructions, slow responses, or lack of ownership will not be tolerated.

This role is for someone who wants to grow, improve, and be rewarded for high quality work.

Required Skills

Strong English communication.

Real customer support experience.

E commerce support experience.

Strong attention to detail.

Ability to explain your previous workflows clearly.

Ability to follow detailed SOPs.

Emotional intelligence.

Calm communication with upset customers.

Good problem solving ability.

Ability to work inside a helpdesk system.

Ability to use AI tools responsibly.

Ability to prepare professional French customer replies with support tools.

Reliable work ethic.

Willingness to learn, improve, and suggest better ways of working.

Useful Experience

Fashion e commerce support.

High volume support.

Helpdesk ticket workflows.

Refund, return, replacement, and dispute handling.

Delivery delay and tracking related support.

Payment related customer cases.

Customer retention.

Dispute and chargeback prevention.

AI assisted customer support writing.

Improving templates, SOPs, or support workflows.

Paid Trial Period

We will start with a paid trial period.

During this trial, we will test your communication, speed, accuracy, attention to detail, ability to follow instructions, customer support judgment, draft quality, SOP understanding, Reamaze discipline, and ability to receive feedback.

If the trial goes well, we can move into a long term collaboration.

How to Apply

Do not apply by only sending a message here.

To apply, you must complete the full application form below:

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Applications that do not complete the form will not be reviewed.

After completing the form, send me a short message here on OnlineJobs.ph with this exact sentence:

I completed the full application form carefully.

In that same message, include the three Dutch sentences hidden inside this job description.

If you do not include the three Dutch sentences, your application will not be reviewed.

This is to make sure you read carefully, follow instructions, and take the application seriously.

The final sentence you must remember is: Ik neem klantenservice serieus.

Compensation and Availability

This is an hourly paid role.

The hourly rate will be discussed based on experience, skill level, and quality of your application.

This role starts with a minimum expectation of around 3 hours per day.

Some days may require more time.

The role can grow quickly into full time if the collaboration goes well.

Please only apply if you are genuinely open to growing into full time work if needed.

Final Note

We are looking for someone long term.

If you are warm, sharp, emotionally intelligent, reliable, careful with details, serious about customer support, comfortable with active inbox responsibility, and excited by the possibility of growing into a Team Leader role, we would love to hear from you.