Spanish/English Customer Support Representative | E-commerce (Remote)

About Ricaris: Ricaris is a Spain-based company with over 10 years of experience delivering multilingual services, including customer support, translation, and content marketing. Our motto, “Have a Nice Day,” reflects how we work: with empathy, professionalism, and a strong focus on the quality of every interaction. About the Role: We are looking for a proactive and detail-oriented Customer Support Representative with strong e-commerce experience to join our team remotely. The main purpose of this role is to provide efficient, professional, and empathetic support to customers across different communication channels while ensuring a smooth post-purchase experience. 𝗜𝗱𝗲𝗮𝗹 𝗣𝗿𝗼𝗳𝗶𝗹𝗲⁣: • The ideal candidate will be comfortable managing customer inquiries related to orders, shipping, returns, exchanges, refunds, and product information in an autonomous manner. They should also be experienced with e-commerce support tools and capable of navigating internal processes independently while maintaining a high standard of customer satisfaction. • The ideal candidate should be highly autonomous and comfortable managing daily tasks independently • Attention to detail and consistency in communication are essential • We value professionalism, accountability, efficiency, and a customer-first mindset • Candidates should be comfortable working with SOPs, internal guidelines, and evolving processes in a growing e-commerce environment Key Responsibilities: • Respond to customer inquiries via ticketing systems, email, and other support channels in a timely and professional manner • Handle requests related to orders, shipping, tracking, returns, exchanges, refunds, cancellations, and delivery issues • Manage customer support tickets using platforms such as Zendesk or similar systems • Process and monitor returns and exchanges using tools such as Loop returns, Outvio, Reveni, Cangopal or equivalent platforms • Navigate Shopify and other e-commerce platforms to review orders, customer histories, shipping statuses, and payment information • Use macros, templates, and saved replies efficiently while maintaining personalized and accurate communication • Research and retrieve information from provided knowledge base as well as the company website, including shipping policies, return policies, delivery fees, FAQs, and product details • Escalate complex or sensitive cases when necessary while maintaining ownership of the customer experience • Maintain organized and accurate records of customer interactions and resolutions • Collaborate with logistics, operations, and management teams when needed • Identify recurring customer issues and suggest process improvements • Ensure all communication aligns with brand tone, company guidelines, and customer service standards • Meet response time and ticket resolution KPIs consistently Requirements: Experience: • Minimum 2 years of experience in customer support, preferably within e-commerce • Previous experience working with international customers and handling post-purchase support • Proven experience working autonomously in remote environments Technical Skills: • Strong understanding of e-commerce customer support workflows • Ability to navigate and manage Shopify efficiently • Experience using ticketing systems such as Zendesk, Gorgias, Freshdesk, or similar platforms • Familiarity with return and exchange management tools such as Returnly, Outvio, Kangopar, Loop Returns, or equivalent systems • Comfortable using macros, templates, internal documentation, and support workflows • Ability to quickly learn and adapt to new tools and software • Good written communication skills in both English and Spanish • Strong internet connection and reliable working setup are required Soft Skills • Excellent written communication and customer empathy • Strong organizational and multitasking abilities • Attention to detail and accuracy • Problem-solving mindset • Ability to work independently and manage priorities effectively • Professional and calm approach when handling customer complaints • Time management and reliability • Adaptability and willingness to learn ⁣ Languages • Fluent English (written and professional communication required) • Fluent Spanish (written and professional communication required) • French or additional languages are considered a plus Tools: Familiarity with these tools or similar ones is considered a plus • Shopify (mandatory) • Zendesk (mandatory) • Loop Returns, Outvio, Cangopal, Reveni, etc. • Google Workspace • Slack or similar communication platforms • Spreadsheet tools (Google Sheets / Excel) Preferred Qualifications (Optional): • Experience working with European e-commerce brands • Previous experience in fashion, apparel, lifestyle, or retail e-commerce Key Performance Indicators (KPIs) • Average first response time • Ticket resolution time • Customer satisfaction score (CSAT) • Number of tickets resolved per shift/day • Attendance, reliability, and deadline compliance Working Schedule: • Working Days: Monday to Friday. • European time zone (Central European Time – Paris/Barcelona), availability from 8:00 AM to 5:00 PM • Work Deadline: All assigned tasks • Starting date: ASAP Collaboration Details: ✔ 100% Remote 🤝 Long-term collaboration based on project-based work ⏱️ Respect for deadlines and timely delivery ⚡ We value availability and flexibility to adapt to project priorities Trial Period & Compensation: • All new collaborators complete a one-month paid trial period, which includes onboarding and training. During this period, 50% of the agreed hourly rate is paid as normal for all hours worked. Upon successful completion of the trial period, the remaining 50% for all hours worked during that month is paid retroactively, resulting in full payment of the agreed rate. • This approach allows both parties to confirm a successful long-term fit while ensuring that all training and working hours are compensated. The initial 50% payment is guaranteed for all hours worked, while the additional 50% is contingent upon the successful completion of the trial period. 𝗛𝗼𝘄 𝘁𝗼 𝗔𝗽𝗽𝗹𝘆 (𝗜𝗺𝗽𝗼𝗿𝘁𝗮𝗻𝘁): Please also confirm: • Your current location and time zone • Your availability and typical turnaround time • The tools you use • Your experience working in a similar role