Customer Support Representative for Spanish eCommerce Store

We run Marcos & María Barcelona, an eCommerce fashion business based in Spain selling handcrafted copper jewelry, leather bags, and curated fashion pieces to Spanish customers. We are looking for long-term team members to join us. There is a great deal of growth opportunity for those who consistently make a positive contribution to our company. We are seeking great candidates who will represent Marcos & María Barcelona with excellent customer service and dedication. This is a Customer Support role where you will follow a clear process to keep our Spanish-speaking customers happy. Once you understand every step, it becomes very straightforward. MUST HAVE KNOWLEDGE OF THESE PLATFORMS: Reamaze (support help desk), Shopify (eCommerce platform), Slack (communication channel), DeepL (for translation), ChatGPT (for translation) RESPONSIBILITIES: Handling customer complaints related to orders, shipping, and product inquiries. Reporting on refunds and complaints. Responding to emails regarding refunds, tracking numbers, and FAQs. Contributing to our documentation and improving our support processes. Responding to all customer inquiries in a timely and accurate manner. We maintain an ETA of 24 hours, so you must reply to emails within this timeframe. Demonstrating a high level of professionalism at all times. WE WILL PROVIDE YOU WITH: Video training, SOPs to follow, and access to the Lead Customer Support to answer all your questions. REQUIREMENTS: Good working level of English for internal team communication (Slack, team calls, training materials). You will use DeepL and ChatGPT to communicate with our Spanish-speaking customers, so experience with AI translation tools is a plus. Minimum 2 years of experience in Customer Support. Be available for weekly team calls. Must be organized, motivated, and willing to learn and grow. Available to join immediately. Available full-time. Ideally you'll have experience in customer support, but ultimately we want to work with someone who loves helping people and takes pride in handling support issues with care. Consistency is key — I don't want duplicate emails, imprecise answers, or off-topic replies going out to our customers. Please respond with the word "Barcelona" if you are interested. Share any similar experience you have and explain why you believe you are a good fit for this role. I look forward to your proposal. Thank you.