Customer Support Representative (E-commerce / Dropshipping)

# Customer Support Representative (E-commerce / Dropshipping) **Remote · Part-time to full-time · Start: ASAP** ## About us We are a fast-growing Dutch e-commerce brand. Our hero product is a popular beauty / styling tool, sold through our own Shopify webshop to customers across the Netherlands and Belgium. We move fast, we care about our customers, and we want every person who contacts us to walk away feeling genuinely helped — even when the answer is "no". ## The role As our Customer Support Representative you are the voice of our brand. You handle the daily flow of customer emails: questions about orders and delivery, track & trace requests, "where is my package", returns and refunds, product complaints, and the occasional unhappy or demanding customer. You work calmly, professionally and on-brand, always replying directly in the existing email thread. This is not a script-reading job. You'll use our Shopify admin to look up every order, judge each situation, apply our policies, and write a clear, warm reply — in our tone of voice — using the templates and SOPs we provide. **Important — please read carefully:** all customer communication goes out **in Dutch**. You do **not** need to speak Dutch yourself. What you do need is to be confident using **AI tools to translate and produce accurate, natural Dutch** (on top of our ready-made Dutch templates). If you can't comfortably work this way, this role is not for you. ## What you'll do - Answer customer emails quickly, accurately and with empathy. - Look up orders, tracking, payment method and shipping status in **Shopify** before every reply. - Resolve delivery issues, lost parcels and "not received" cases the right way. - Handle returns, complaints and **disputes** — and manage refunds carefully. A big part of this role is **keeping refunds to a minimum while still leaving the customer satisfied**, by offering the right alternative (help, advice, replacement for genuine defects, or goodwill within policy). - Spot and de-escalate chargeback risks (Klarna / PayPal) before they become disputes. - Flag legal threats and edge cases to the founder instead of guessing. - **Take ownership of our support SOP and templates** — keep them accurate, log issues in our sheets, and continuously improve the process as we grow. ## What you bring Attention to detail is everything in this role — one missed line can cost us a customer or a refund. We're looking for someone who: - Has **proven experience in e-commerce customer support (required)**. - Understands the **dropshipping** model — supplier lead times, longer/international shipping, and how to communicate this to customers without losing their trust. - Is comfortable working in **Shopify** (orders, fulfillment, tracking, refunds). - Has hands-on knowledge of **ParcelPanel** (or a similar order-tracking app). - Has solid **Google Sheets** skills — logging issues, tracking returns and refunds, and simple reporting. - Knows **how to handle disputes and refunds**, how to **limit refunds**, and how to turn an unhappy customer into a satisfied one. - Can take **ownership of the SOP**: not just follow the process, but maintain and improve it over time. - Writes excellent, friendly, error-free messages and stays calm under pressure. - **Does not need to speak Dutch** — but is confident using **AI to translate and write accurate, natural Dutch**, since every reply goes out in Dutch. - Is reliable, self-managing and fast to respond. - Experience with **Gorgias** (or a similar helpdesk tool) is a strong plus. ## What we offer - A clear playbook: SOPs, ready-made reply templates and a full support handbook to start from. - **Real ownership and big growth opportunities** — you start in support, take over and improve the process, and grow with us as we scale. - A direct line to the founder. - Flexible, fully remote work. ## How to apply **Start your reply with the word "strawberry", followed by a short introduction of yourself.** Then tell us about your e-commerce support experience, the tools you've worked with, and an example of a tricky customer situation you turned around. Applications that do not begin with the word "strawberry" will not be considered. Keep it concise — we value clarity over length.