Customer Support Specialist

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Skynflow is a fast-growing DTC company that has achieved impressive revenue results in just its first 4 months of operation. We aim for €2M in 2025 and €10M in 2026. To reach these 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 rapidly expanding 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 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 go-to expert for handling email and WhatsApp inquiries, resolving issues efficiently, and delivering top-tier service that fosters trust and loyalty. Your efforts 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 customer support experience, ideally 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 and commitment to growth
• Exceptional time management skills, with the 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, staying in the conversation until the customer feels fully supported or makes a purchase
• Resolve customer issues, including complaints, duplicated orders, corrections, returns/refunds, recovering abandoned carts, and troubleshooting order-related problems
• Assist with processing orders and tracking shipments, providing updates on order status and delivery
• Stay updated on products and policies to provide accurate information and recommendations
• Navigate support tools like Shopify and Gorgias efficiently to manage tickets and interactions
• Document and organize customer data using Google Sheets, Docs, and Drive
• Collaborate with operations, fulfillment, and marketing teams to escalate and resolve concerns
• Uphold a positive customer experience by delivering friendly, helpful, and empathetic service
• Maintain response times, resolution rates, and customer satisfaction metrics

WHY JOIN US?

• Growth: From €0 to €500,000 in 4 months; our goal is $10M/year in the next two years
• Dynamic Culture: Challenge and support each other’s professional and personal growth
• Perks: Bonuses and access to professional courses related to your role (coming soon)
• Healthy Competition: A performance-driven environment that rewards effort and improvement