Customer Service Specialist

Role Overview As our Customer Care Specialist, you will be the primary voice of Reina Olga across our key digital touchpoints. You will handle everything from styling advice and sizing inquiries to complex global logistics and returns. Crucially, you will also play a key operational role by working inside—and actively debugging/optimizing—our proprietary, custom-built internal support dashboard. Location: 100% Fully Remote Start Date: ASAP (Immediate Availability Required) Employment Type: Freelance / Independent Contractor (Non-Exclusive) Hours: 5 hours x day, monday-friday Languages: Native/Bilingual Italian & English Key Responsibilities 1. White-Glove Omnichannel Support - Deliver fast, empathetic, and premium support across Email, WhatsApp, and Instagram DM. - Maintain Reina Olga’s distinct, energetic, and high-end brand tone in every single interaction. - Guide high-intent customers through sizing, fit, and styling questions to maximize cart conversion. 2. Shopify & Logistics Management - Manage the end-to-end order lifecycle natively inside Shopify. - Process complex global exchanges, refunds, store credits, and address modifications seamlessly. - Interface with our global fulfillment partners to track delayed shipments, resolve customs/duty holding issues, and manage return exceptions. 3. Custom Dashboard Testing, Debugging & Optimization - Adopt and execute daily workflows inside our in-house custom customer service dashboard. - Actively identify, document, and report software bugs, UI quirks, and data desyncs between Shopify and the custom tool. - Collaborate directly with our development team to suggest workflow optimizations, automation ideas, and feature requests to make the system as efficient as possible. Requirements & Qualifications - Experience: Minimum 2–3 years of dedicated e-commerce customer support experience, ideally within the luxury fashion, apparel, or premium lifestyle space. - Tech Stack Mastery: Advanced operational knowledge of Shopify (order management, apps, and returns architecture). - Technical Curiosity: High comfort level working with unpolished, proprietary internal software. You possess a "QA mindset" and enjoy giving constructive feedback to developers to improve tools. - Communication: Exceptional written communication skills in both Italian and English—with flawless grammar, spelling, and a natural ability to convey warmth over text. - Autonomy: Highly disciplined, self-motivated, and capable of managing heavy incoming ticket volumes independently in a fully remote environment. - Availability: Able to onboard and start working immediately. What We Offer - Work with a globally recognized, fast-growing luxury fashion brand. - 100% remote flexibility and the autonomy of a freelance lifestyle. - Direct influence on the tools you use daily—your feedback will actively shape our proprietary tech stack. - A supportive, fast-paced, and highly dynamic team culture.