Customer Support Specialist

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

Descrizione del lavoro

An innovative skincare brand is seeking a Customer Support Specialist to enhance customer experience via email and WhatsApp. This role is pivotal in managing inquiries, resolving issues, and ensuring customer satisfaction. If you are detail-oriented and thrive in a fast-paced environment, this is a great opportunity to join a rapidly growing company aiming for significant revenue milestones. You'll be part of a supportive culture that encourages personal and professional growth, contributing to a brand that prioritizes effective and trustworthy skincare solutions.

Servizi

Bonuses

Access to professional courses

Competenze

• At least 1 year of experience in customer support, preferably with international shipping.
• Native or fluent in Italian, strong English required.

Mansioni

• Manage customer inquiries via email and WhatsApp with empathy and speed.
• Handle complaints, process returns/refunds, and troubleshoot order-related issues.
• Collaborate with teams to resolve concerns and maintain a positive customer experience.

Conoscenze

Customer Support

Problem Solving

Time Management

Tech-Savvy

Sales Mindset

Fluent Italian

Strong English

Basic French/Spanish

Strumenti

Shopify

Gorgias

Google Sheets

Google Docs

Google Drive

ChatGPT

Descrizione del lavoro

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Skynflow is a fast-growing DTC company that has achieved remarkable revenue results in just its first 4 months of operations. We’re now aiming for €2M in 2025 and €10M in 2026. To reach these ambitious goals, we’re seeking a Customer Support Specialist to deliver outstanding customer experience via 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 targeting the European market. Founded in 2024, we believe skincare should be simple, effective, and trustworthy.

Our mission: To cut through the noise and deliver skincare that truly 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, reaching $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. You’ll be the expert handling email and WhatsApp inquiries, resolving issues efficiently, and delivering top-tier service that builds trust and loyalty. Your work will directly impact 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
• At least 1 year of experience in customer support (preferably with international shipping background)
• Hands-on knowledge of Shopify
• Tech-Savvy & Organized – 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 via email and WhatsApp with empathy, speed, and problem-solving skills. Stay engaged until the customer feels fully supported or has made a purchase.
• Handle complaints, duplicate orders, corrections, process returns/refunds, recover abandoned carts, and troubleshoot order-related issues with a solution-oriented approach.
• Assist customers with order status, modifications, and delivery updates.
• Stay updated on products and policies to provide accurate information and recommendations.
• Navigate Shopify and Gorgias efficiently to manage tickets and customer interactions.
• Use Google Sheets, Docs, and Drive to document inquiries and maintain records.
• Collaborate with operations, fulfillment, and marketing teams to escalate and resolve concerns.
• Uphold a positive customer experience by delivering friendly, helpful, and empathetic service.
• Meet performance metrics related to response time, resolution rate, and customer satisfaction.

WHY JOIN US?

• Rapid growth: From €0 to €500,000 in 4 months; aiming for $10M/year in two years.
• Dynamic culture: Supportive environment encouraging professional and personal growth.
• Perks: Bonuses and access to professional courses related to your role (coming soon).
• Healthy competition: Performance-driven environment rewarding effort and improvement.