Customer Support Specialist

JR Italy; Ancona; Remoto; EUR 25.000 - 35.000; Tempo pieno

Descrizione del lavoro

An exciting opportunity awaits at a fast-growing DTC skincare brand looking for a Customer Support Specialist. This role involves delivering exceptional support across email and WhatsApp, ensuring customer satisfaction and loyalty. As a key player in a dynamic team, you'll navigate inquiries, resolve issues, and maintain product knowledge to provide accurate information. The company is on a rapid growth trajectory, aiming for significant revenue milestones in the coming years. If you're detail-oriented, empathetic, and thrive in a fast-paced environment, this is your chance to make a real impact in a vibrant culture that values professional development and teamwork.

Servizi

Bonuses

Professional courses

Dynamic culture

Healthy competition

Competenze

• 1 year experience in customer support, ideally with international shipping.
• Strong proficiency in ChatGPT, Google Sheets, Docs, and Drive.

Mansioni

• Manage customer inquiries promptly through email and WhatsApp.
• Resolve complaints, process returns/refunds, and track shipments.
• Collaborate with teams to escalate and resolve customer concerns.

Conoscenze

Customer Support

Problem-Solving

Time Management

Sales Mindset

Tech-Savvy

Formazione

Fluent in Italian

Strong English

French/Spanish Basics

Strumenti

Shopify

Google Sheets

Google Docs

Google Drive

Gorgias

Descrizione del lavoro

Social network you want to login/join with:

Skynflow is a fast-growing DTC company that has reached crazy results in revenue in just its first 4 months of operations. We’re now aiming for €2M in 2025 and €10M in 2026. To achieve these ambitious goals, we’re looking for a Customer Support Specialist to help us deliver outstanding customer experience across email and Whatsapp live chat.

Are you detail-oriented, empathetic, and solutions-driven? You might be the perfect fit.

ABOUT SKYNFLOW

Skynflow is a fast-scaling eCommerce skincare brand for the European market. Founded in 2024, we’re built on the belief that skincare should be simple, effective, and trustworthy.

Our mission: To cut through the noise and deliver skincare that simply works. No fluff, no hype.

Our vision:

In 2 years – Become an 8-figure skincare brand

In 5 years – Become one of the most recognized skincare brands globally, hitting $100M in revenue

ABOUT THE ROLE

We’re looking for a Customer Support Operator to provide exceptional support and ensure a seamless experience for our customers across global eCommerce platforms. In this role, you’ll be the go-to expert for handling email and whatsapp inquiries, resolving issues efficiently, and delivering top-tier service that builds trust and loyalty. Your work will directly impact our customer satisfaction and brand reputation.

If you thrive in a fast-paced environment and want to play a key role in scaling a high-growth brand, we’d love to have you on board!

IMPORTANT: Must be registered as a freelancer/self-employed (with a valid VAT number)

QUALIFICATIONS

• Native or fluent Italian (main language), strong English required; French/Spanish basics are a plus
• 1 year of experience in customer support (ideally with international shipping background)
• Hands-on knowledge of Shopify
• Tech-Savvy & Organized – Strong proficiency in ChatGPT, Google Sheets, Docs, and Drive.
• Strong problem-solving and sales mindset
• Able to work remotely with high autonomy
• Full-Time Availability – Ready to commit and grow with us.
• Exceptional Time Management – Ability to multitask and meet tight deadlines in a fast-paced setting.

RESPONSIBILITIES

• Manage customer inquiries promptly through email and WhatsApp with empathy, speed, and relentless problem-solving. You’re committed to staying in the conversation until the customer feels fully supported — or has made a purchase
• Resolving Customer Issues – Handle complaints, duplicated orders, address corrections, process returns/refunds, recover abandoned carts via WhatsApp and troubleshoot order-related problems with a solution-oriented approach.
• Processing Orders & Tracking Shipments – Assist customers with order status, modifications, and delivery updates.
• Maintaining Product Knowledge – Stay up to date on our products and policies to provide accurate information and recommendations.
• Utilizing Support Tools – Efficiently navigate Shopify and Gorgias to manage tickets and customer interactions.
• Documenting & Organizing Customer Data – Use Google Sheets, Docs, and Drive to track inquiries and maintain accurate records.
• Collaborating with Teams – Work closely with operations, fulfillment, and marketing teams to escalate and resolve customer concerns.
• Ensuring a Positive Customer Experience – Uphold our brand’s reputation by delivering friendly, helpful, and empathetic service.
• Meeting Performance Metrics – Maintain response time, resolution rate, and customer satisfaction targets.

WHY JOIN US?

• Growth: From €0 to €500,000 in 4 months, we’re just getting started. Our goal? $10M/year in the next two years.
• Dynamic Culture: Challenge and support each other to grow professionally and personally.
• Perks: Bonuses and professional material like courses about your position (coming soon)
• Healthy Competition: A performance-driven environment that rewards effort and improvement