We run online fashion stores and are looking for a customer support rep who writes clear English, follows procedures, and protects the business, not just closes tickets fast.
What you'll do:
- Answer customer emails in Gorgias using our macros and SOP
- Handle order status, cancellations, size issues, returns and damaged items
- Offer our solution options (replacements, partial refunds, store credit) before any refund
- Coordinate with our supplier on order problems
- Log every case in our data sheet
What we expect:
- First response within a few hours during your shift
- Around 20 emails per hour once trained
- 90% of replies through our macros
- You do not approve refunds. You propose solutions; refund decisions stay with the owner.
Who we're looking for:
- Strong written English
- Experience with e-commerce or Shopify support is a plus, not required
- Calm, detail-oriented, follows rules
- Wants to grow: the right person can move into a team lead role
We start with a paid trial week.
How to apply:
Start your message with the word PINEAPPLE. Applications without it won't be read.
Then reply to this customer as if you work for us:
"Hi, I received my jacket but it's too small. I want my money back."
Our policy for size issues: first offer a replacement in another size for a small fee, or a 10% partial refund, or 50% store credit.