Customer Support – Native-Level Written English

Hi! I run a small online business that sells custom songs as gifts. Most of our customers are in the US, UK, Canada, and Australia, and they're usually buying something meaningful for someone they love—so support here is less about speed and more about making people feel looked after. I'm looking for one good person to take care of our inbox.
What you'd be doing:

Answering customer emails and chats: order questions, refunds, "Where's my order"
Making adjustments to customers' songs and recreating songs using our software when they want changes
Helping upset customers calm down and actually solving their problem
Letting me know when you spot a recurring issue, instead of just patching the same thing over and over
Keeping replies quick, warm, and written so naturally that no one can tell English isn't your first language

What I need from you:

Near-native written English. I know that's a big ask, but it really is the heart of this role — if customers can tell it's not your first language, it won't work, and I'd rather be upfront about that now.
2+ years supporting English-speaking customers
Comfortable learning our song software and willing to get hands-on with revisions (I'll show you how—you just need to be a quick study)
Patience, and a thick skin for the occasional rude message
You actually read the whole message before replying
Reliable internet and consistent hours

This is a long-term role. If you're good, you'll have stability and a founder who genuinely appreciates you. I'd just ask that you don't apply if you're after a short-term placeholder.

How to apply:

Please start your subject line with the word PINEAPPLE — it tells me you actually read this far. No PINEAPPLE, and I won't see it.
In 3–4 sentences, in your words, tell me about a time you dealt with an upset customer, what you said, and how it turned out.

I read every single application personally, so please skip the copy-paste template—I can always tell, and I'd much rather hear from the real you.

Thanks for reading!