Overview

Join our client as an E-commerce Customer Support Specialist (Zendesk & Shopify) and serve as the premier point of contact for a fast-growing international jewelry brand dedicated to delivering outstanding, personalized shopping experiences. In this role, you will professionally manage multi-channel inquiries across global markets, ensuring seamless service and high customer satisfaction. The ideal candidate is highly organized, tech-savvy, and adept at leveraging Zendesk, Shopify, and AI tools to optimize productivity and elevate the brand's support standards.

Schedule:

• Any 5 days per week, Flexible during Client's business hours, Netherlands Time (40 work hours per week)

Responsibilities

• Respond to customer inquiries via email, chat, and other channels in a timely and professional manner
• Manage Zendesk tickets, monitor queues, and ensure SLAs are consistently met
• Resolve customer issues related to orders, shipping, returns, exchanges, and product inquiries
• Escalate complex cases and collaborate with internal teams (operations, logistics, marketing) when needed
• Maintain high customer satisfaction by accurately documenting interactions and resolutions
• Use AI tools to improve response quality, efficiency, and workflow automation
• Identify recurring issues and support improvements to help center content, processes, and customer experience

Requirements

• 2+ years of experience in customer service or customer support roles, preferably in e-commerce or DTC environments
• Hands-on experience using Zendesk (required), including tickets, workflows, and automations
• Excellent written and verbal English communication skills
• Strong problem-solving and conflict resolution abilities
• Ability to manage high volumes of customer inquiries, multitask, and maintain service quality
• Highly organized, detail-oriented, and comfortable working independently in a remote setup
• Proficient in Google Workspace/Microsoft Office and comfortable using AI tools (e.g., ChatGPT)
• Experience with customer support KPIs (CSAT, FRT, AHT, resolution time) and CRM tools is a plus
• Familiarity with Shopify, logistics/shipping processes, and international customer support is a plus

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.