Senior Customer Support Specialist (Fashion eCommerce)

Who We're Looking For We're looking for a highly experienced **Customer Support Specialist** who understands what excellent customer service actually means. This is **not** an entry-level position. We need someone who has already worked with fast-growing eCommerce brands, knows how to keep customers happy under pressure, can solve problems independently, and communicates with confidence and empathy. If you need constant supervision or only answer tickets by following templates, this role probably isn't the right fit. We're building for the long term and want someone who can become a core part of our team. --- ## 🧠 About Us We're a fast-growing Dutch eCommerce company operating **10 fashion-focused dropshipping stores**, with more brands currently being launched. Our stores serve customers across multiple countries, and we're scaling rapidly. As our order volume continues to grow, customer experience becomes even more important. We believe outstanding support creates loyal customers, stronger brands, and long-term growth. That's why we're looking for someone who truly cares about helping customers while working efficiently in a fast-moving environment. This is a long-term opportunity with room to grow as our company expands. --- ## 🎯 Your Responsibilities You'll become responsible for delivering outstanding customer support across multiple Shopify fashion stores. Your daily work will include: * Responding to customer emails quickly and professionally * Handling order status questions * Solving shipping and delivery issues * Managing returns, refunds, and exchanges * Communicating with suppliers when necessary * Identifying recurring customer issues and suggesting improvements * Keeping response times low while maintaining high-quality support * Handling escalated cases independently * Providing customers with a positive experience, even when problems arise * Working closely with our internal team to improve customer satisfaction We value people who don't just answer tickets—but actively solve problems. --- ## 🛍 Experience We're Looking For You MUST have experience with: * Shopify * Fashion eCommerce * Dropshipping operations * High-volume customer support * Email support * Order management * Refunds and return processes * Working with multiple stores simultaneously Experience with the following is a major advantage: * Gorgias * Zendesk * Freshdesk * Reamaze * Aircall * Slack * Google Workspace * DSers or AutoDS * Stripe and PayPal dispute handling --- ## ✅ What We Expect We're looking for someone who is: * Fluent in written and spoken English * Extremely organized * Reliable and consistent * Calm under pressure * Friendly but professional * Able to make decisions independently * Fast at learning new systems * Detail-oriented * Available long term * Comfortable working in a rapidly growing company Most importantly, you genuinely enjoy helping customers. --- ## 🚀 What Success Looks Like The ideal person: * Responds quickly without sacrificing quality * Solves customer issues instead of creating more work * Spots problems before they become bigger issues * Improves processes over time * Takes ownership instead of waiting for instructions * Communicates proactively with the team We're looking for someone who thinks like an owner, not just an employee. --- ## 🌍 Why Join Us? * Long-term collaboration * Stable workload * Fast-growing company with multiple brands * Opportunity to grow into a senior or team lead role * Direct communication with the founders * Freedom to improve systems and workflows * Performance-based growth opportunities We're building something for the long run and want people who are excited to grow with us. --- ## 📝 To Apply, Please Answer These Questions 1. Tell us about your previous customer support experience in eCommerce. 2. How many Shopify stores have you managed? 3. Have you worked with fashion brands before? Please explain. 4. Which customer support platforms have you used? 5. How do you handle an angry customer? 6. Tell us about a difficult customer situation you solved successfully. 7. How many customer conversations can you comfortably manage per day? 8. What is your availability and time zone? 9. Why do you believe you're the right fit for this position? 10. Please include the word **FashionFirst** at the beginning of your application so we know you've read everything carefully. --- ## ⏰ Please Do Not Apply If * You have little or no Shopify experience. * You have never worked in eCommerce customer support. * You're looking for a short-term project. * You frequently disappear or respond slowly. * You rely heavily on AI to communicate with customers. * You need constant supervision to complete your work. We're looking for a professional who wants to become part of a growing company for years—not weeks. If you're experienced, proactive, enjoy solving problems, and want to grow with a fast-scaling eCommerce business, we'd love to hear from you.