Customer Support Specialist (E-Commerce)

Full Time Entry Level

Job description

We develop streetwear with high expectations regarding product and implementation.

A strong customer service is not a secondary area, but a central part of our brand.

To support our growing e-commerce business, we are looking for a structured and experienced person who can professionally manage and further develop our Customer Support.

Tasks

Processing customer inquiries via email and possibly chat

Returns and refund processing

Communication with external fulfillment regarding shipping issues

Maintaining and optimizing SLA times

Caring for and further developing response templates and SOPs

Analyzing the most frequent ticket reasons

Regular reporting on support KPIs (Response Time, CSAT etc.)

Qualification

Multiple years of experience in e-commerce customer support

Experience with Shopify and common helpdesk tools (e.g. Gorgias, Zendesk)

Safe handling of Google Sheets or Excel

Structured, self-reliant work style

Very good German in writing and speaking

Very good English for internal coordination

Experience with ticket volumes of 300+ per week is advantageous

Benefits

Direct influence on customer satisfaction and processes

Short decision-making paths

A growing e-commerce environment

The opportunity to actively shape structures

Send us your resume, along with a brief description of your previous support experience and your possible start date.

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Required skills

english customer support german excel e-commerce google sheets shopify zendesk gorgias

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