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Naya

Superpower your design journey!

Customer Support Agent

Customer SupportCustomer SupportContractRemoteMid LevelTeam 11-50H1B No SponsorCompany SiteLinkedIn

Location

Netherlands

Posted

95 days ago

Salary

€1.6K / month

Seniority

Mid Level

2 yrs expEnglish

Job Description

Customer Support Agent

Naya

• Own the full customer conversation across Gorgias: email, Instagram and social DMs, Amazon Buyer Messages, and review responses on Trustpilot, Amazon, and the Arc storefront. • Reply with care, accuracy, and brand voice. No copy-paste templates dropped without context. Every message reads like Arc wrote it. • Resolve order issues end to end: tracking, address changes, replacements, returns, refunds, damaged shipments, lost parcels, and warranty claims. • Use MinimalAI as a draft and assist tool, not as a replacement for judgment. Review and improve AI drafts. • Build and maintain the macro library, FAQ articles, and internal knowledge base. When the same question shows up three times, you make sure it never has to be answered manually a fourth. • Spot patterns in the queue and feed them back to operations, product, and engineering. Defective batch? Shipping carrier failing in a region? Confusing product copy on the site? You are the first to see it and the one who flags it. • Protect SLA targets on first response time and resolution time across all channels, including weekend coverage windows where required. • Coordinate with the warehouse and 3PL partners on stock holds, expedited shipments, and exception handling. • Manage chargebacks and PayPal disputes with the evidence and tone that wins them. • Keep customer records, tags, and notes clean in Gorgias and Shopify so the team can trust the data. • Handle escalations with composure.

Job Requirements

  • 2+ years in customer support, ideally for a DTC ecommerce, consumer hardware, or premium lifestyle brand.
  • Hands-on experience with a modern helpdesk: Gorgias, Zendesk, Front, or similar.
  • Native level written English. Clean grammar, sharp tone control, and the ability to write a reply that sounds human under pressure.
  • Detail obsessive. You catch the order number that does not match, the address with the missing line, the SKU that was discontinued last month.
  • Well-organized and self-directed. You manage your own queue without supervision, and you do not let tickets age.
  • Industrious and consistent. A full 40 hour queue does not faze you, and quiet days are spent improving the macro library, not waiting.
  • Friendly under pressure. Hostile customers, public complaints, and complicated escalations do not change your tone.
  • Comfortable with Shopify, basic order management, and reading shipping carrier tracking detail.
  • Reliable EU time zone overlap, Monday to Friday core hours, with willingness to cover occasional weekend windows.
  • Working setup that supports a professional remote role: quiet environment, stable internet, second monitor preferred.

Benefits

  • Free Arc products
  • Equipment: you provide your own laptop and reliable internet
  • Modern tooling: Gorgias as the helpdesk, MinimalAI as the assist layer, Shopify and the full Arc product catalogue as your context
  • Real influence over the support function: tone of voice, macro library, SLA targets, and the tools the next hires inherit
  • Direct line into operations, product, and engineering. When you flag a recurring issue, it gets fixed.

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