Customer Support (EU Dropshipping)

About the role =

We run multiple dropshipping stores across different European countries. Orders ship from China, so delivery times can be longer than usual. You’ll be the calm, detail-obsessed person who keeps customers informed, solves problems, and closes the loop with suppliers.


What you’ll do =

- Handle daily customer tickets/chat/email in Freshdesk for multiple stores in different languages.

- Proactively manage expectations about longer delivery times; offer clear, empathetic updates.

- Investigate and resolve issues: delays, lost/damaged parcels, wrong items, etc.

- Open and manage cases with suppliers (updates, replacements, refunds).

- Solve payment disputes/chargebacks via Klarna, PayPal, and card processors within Shopify (collect evidence, respond on time, track outcomes).

- Create/maintain internal notes, macros, and FAQs; keep order data tidy in Google Sheets.

- Translate messages for EU customers using ChatGPT (accuracy & tone matter).



Must-haves =

- English: strong written communication (clear, polite, concise).

- Proven experience:
Shopify order & customer management.
Freshdesk
Disputes/chargebacks: Klarna, PayPal, credit card (evidence packaging & win-rate focus).

- Supplier communication for delays/lost/damaged orders.

- High attention to detail and accuracy; you double-check everything.

- Google sheets experience

- Comfortable translating with ChatGPT for quick translations.

- Reliable availability 1–3 hours per day, 7 days/week



How to apply (required uploads) =

- CV

- Computer specs (screenshot)

- Internet speed test (screenshot)

- Typing test from ---------- — 2 minutes, “Medium text” (screenshot of results)

- Freshdesk + Shopify experience (what you did, impact)

- One dispute you won (what evidence you provided)