Customer Support for Skincare Brand
3 hours ago
Job description
Remote | 20–30 hours/week | Hourly (rate based on experience)⸻
Summary
Are you a proactive, detail-oriented professional with experience in customer support for e-commerce brands?
Join élanora, a fast-growing skincare brand, as our Customer Support Virtual Assistant.
You will handle daily customer emails, order checks, and supplier communication — all with a calm, warm, and elegant brand tone.
This is a long-term role with daily responsibilities, 7 days per week, ideal for someone reliable and committed.⸻
What You'll Do
- Customer Support (Primary Focus)
Using Gorgias, you will:
- Respond to the majority of customer emails (approx. 80%) using ready-made templates for order updates, FAQs, and simple inquiries. Formulate responses with ChatGPT.
- Escalate more complex questions (approx. 20%).
- Ensure responses are empathetic, clear, and fully aligned with our brand tone.
- Understand customer intent and provide accurate, helpful answers.
- Reply within max. 4 hours during your working window.
- Deliver consistent customer support 7 days a week (short, manageable daily shifts).
- Suggest improvements to enhance the support process together with our operations manager.
- Order Management & Supplier Communication
- Check order statuses in Shopify daily, including fulfillment delays and delivery issues.
- Flag problematic orders and follow up to ensure fast resolution.
- Communicate with our supplier via GoogleSheet to handle order issues.
What We're Looking For
- Proven experience in customer support for e-commerce or DTC brands.
- Strong attention to detail and excellent organizational skills.
- Proficiency with Gorgias, Shopify, Google Sheets & ChatGPT.
- Excellent written English; able to handle Dutch via AI translation tools.
- Reliability and consistency — available for daily support (7 days/week).
- A calm, friendly communication style that reflects our brand.
Bonus Skills (Not Required)
- Experience in beauty or skincare.
- Familiarity with tracking tools like 17track, DHL, DPD, Hermes, etc.
- Experience handling shipping and logistics escalations.
Why Join élanora?
- Fully remote role with a warm and supportive team.
- Stable, long-term position with room for growth.
- Clear SOPs, guidance, and structure provided.
- A meaningful role in a fast-growing international skincare brand.
How to Apply
Please include:
- A short introduction and why you're a fit.
- A brief explanation of why you want this job and why you are interested in skincare.
- Your CV or examples of previous customer support work.
- Your expected availability (days + hours).
- Any experience you have with Shopify, Gorgias, logistics, or supplier communication.
- Mention the phrase "Hi Sam, I want to apply for the Customer Support Application for élanora" to confirm you read the full post.
Contract duration of more than 6 months. with 40 hours per week.
Mandatory skills:
Email Support, Customer Satisfaction, Customer Support, Communication Etiquette, Customer Service, Product Knowledge, Gorgias, Fashion & Beauty, English
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