Customer Support Agent | D2C E-commerce

Customer Support Agent, D2C E-commerce HaloBlinds is growing quickly, and we’re looking for an experienced Customer Support Agent who knows how fast-paced D2C customer service works. We sell custom-made blackout blinds, so support is rarely just copy and paste. Every order can be slightly different, and we need someone who can think independently, solve problems properly, and keep customers happy. You’ll be handling around 100+ emails per day, so you need to be fast, organized, and comfortable taking ownership of customer issues from start to finish. What you’ll be doing: - Answering 100+ customer emails per day - Helping customers with measurements, installation, delivery, order changes and product questions - Finding practical solutions when something goes wrong - Handling refunds, replacements and order issues - Managing PayPal disputes -Managing Klarna disputes - Handling chargebacks and gathering the right evidence -Working closely with the team through Slack - Managing and checking customer orders in Shopify - Helping us improve our support processes and customer experience Experience we require: * Shopify experience * Slack experience * Previous experience working for a D2C e-commerce brand * Experience handling PayPal disputes * Experience handling Klarna disputes * Experience dealing with chargebacks * Strong written English * Experience handling a high daily volume of customer conversations We’re looking for someone who doesn’t just follow scripts. You should be able to look at a situation, understand what the customer actually needs, and think: what is the best solution here? Sometimes that means fixing a delivery problem. Sometimes it means helping someone measure correctly. Sometimes it means preventing a cancellation. And sometimes it simply means giving a customer such good support that they walk away happier than when they contacted us. You need to be comfortable working quickly without letting the quality of your support drop. HaloBlinds creates made-to-measure blackout solutions designed to give customers complete darkness and better sleep. If you have strong D2C support experience, know your way around Shopify, disputes and chargebacks, and enjoy solving customer problems, we’d love to hear from you. Send us a short introduction, your relevant experience, and the D2C brands you’ve previously worked with.