Customer Service Specialist (Gorgias) for Danish Luxury Fashion House, part-time, long-term

HANNE BLOCH is a Copenhagen design house founded in 2008. Hanne has designed every collection since 2013 together with her daughter Olivia. We make silk sets and swimwear from Grade 6A mulberry silk and Italian knits, sewn in our 20-person atelier in Portugal, and we ship to 89 countries with all duties and taxes covered. Our name is on every garment, and our clients are the heart of it all. We are looking for one person to take our English-language customer service inbox in Gorgias. What the work looks like - Answering pre-purchase questions (sizing, shipping, customs) and post-purchase questions (returns, exchanges, tracking, care) in Gorgias - Looking up orders, stock and customer history in Shopify before you answer, never after - Handling returns and exchanges in Reveni, including generating the shipping label for the client - Working from our macro library and our return-prevention playbook, and recognizing the cases that need your own judgment instead of a template - Passing anything structural to our logistics manager or to me, rather than improvising around a policy Every reply is written in the first person and signed with your own name. We do not sound like a support queue, and we never sound like a bot. What we need - 3+ years in customer service, ideally for a premium or luxury brand - Extensive hands-on Gorgias experience: macros, rules, views, tags, the AI agent - Working knowledge of the Shopify admin - Comfortable with a returns platform (we use Reveni). Direct Reveni experience is a real plus, but we will train the right person on it in an afternoon. - Native-level written English, with a real feel for a calm, warm, understated luxury tone. This is what we weigh most heavily. - Precision: exact product names, correct sizes, live stock checked before anything is promised Hours and commitment 0.5 to 2.5 hours a day on weekdays, finished before 12:00 Copenhagen time so anything that needs to ship can be packed the same day. Plus a light check on Saturday and Sunday for inquiries that may lead to a sale. This is a long-term position, measured in years. The volume will grow, and there is a path to full-time for the right person performing at the highest level. Rate $7 to $15 per hour, depending on experience. How to apply Send a short video or Loom, two to three minutes, telling us why you are the right person for this. Applications close Thursday 20 August at 11:00 Copenhagen time (CEST). From there we shortlist a handful of applicants and come back to you with a few questions about your Gorgias work, plus a short case. The case takes no longer than 60 minutes and we pay for that hour at $15. Please be ready for it.