We run online fashion stores for Dutch-speaking customers (Netherlands and Belgium) and are looking for an experienced customer support rep who writes clear English, follows procedures, and protects the business, not just closes tickets fast.
You do not need to be fluent in Dutch. You write your replies in English and use our AI translation tool to send them in perfect Dutch. Basic Dutch is a big plus.
What you'll do:
- Answer customer emails in Gorgias using our macros and SOP
- Translate incoming Dutch emails and your replies with our AI tool
- 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.
Requirements:
- Minimum 1 year of e-commerce customer support experience (Shopify or similar). You must be able to show proof.
- Strong written English
- Comfortable using AI tools like ChatGPT or Claude
- Experience with Gorgias, Zendesk or Re:amaze is a plus
- Experience working for a Dutch or Belgian store is a big plus
- Calm, detail-oriented, follows rules
- Wants to grow: the right person can move into a team lead role
This is not a beginner role. Applications without e-commerce support experience will not be considered.
We start with a paid trial week.
How to apply:
Start your message with the word PINEAPPLE. Applications without it won't be read.
In your message, include:
1. Which stores or companies you did e-commerce support for, and for how long
2. Proof of that experience (for example a reference, a screenshot of your work, or a previous client's name we can verify)
3. Your reply to this customer as if you work for us (in English is fine):
"Hoi, ik heb mijn jas ontvangen maar hij is te klein. Ik wil mijn geld terug."
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.