Job Post — Customer Support Agent (E-commerce

We're a growing e-commerce brand (Shopify) looking for a fast, sharp, detail-obsessed Customer Support Agent to join our support team. You'll work alongside our existing agent and our AI assistant, handling the customer emails that need a real human — mostly order tracking, "where is my order," delivery issues, refunds and replacements.

This is not a role where you invent policy. We have clear SOPs, templates and a full training course. Your job is to work fast, accurately, and by the script — and to make sure no customer waits days for a reply. Speed and reliability are everything here.

What you'll do day to day:

Respond to customer emails quickly and clearly, using our helpdesk (Commslayer) and our ready-made templates
Handle order tracking questions, delivery delays, and "where is my order" tickets
Process refunds, replacements and discounts strictly per our SOP (never outside the script)
Keep tickets moving — no ticket sits unanswered
Flag anything outside the script as a question, never guess
Follow our Customer Success course and solution ladders exactly

What this role is NOT:

You do not d ---------- refund/replacement policy — that's in the SOP
You do not negotiate with suppliers
Anything outside the script is a question to the team, not a decision
Who we're looking for

Must have:

2+ years e-commerce customer support experience (Shopify stores preferred)
Experience with a helpdesk tool — Gorgias, Zendesk, Freshdesk, Commslayer or similar
Excellent written English — clear, warm, professional, error-free (this is 90% of the job)
Fast and organized — you keep an inbox under control and don't let tickets pile up
Comfortable following SOPs, templates and escalation rules exactly
Reliable full-time availability with overlap into European hours (CET)
Stable internet, quiet workspace, own computer

Nice to have (not required):

Experience with order tracking tools (Track123, 17TRACK)
Experience handling delivery exceptions and chargebacks
Dutch is a bonus, but not required — our customers are handled in English + templates
Details
Type: Full-time, long-term, exclusive
Rate: $3.00–$4.50 / hour depending on experience (paid via Revolut)
Start: As soon as we find the right person
Hiring process: Application ? short screening reply ? 30-min practical test ? 30-min interview ? paid trial
How to apply

To show us you read the whole post, start your application with the word "SWIFT" at the very top.

Then, in a few sentences:

Describe your hands-on e-commerce customer support experience (which stores, which helpdesk tools).
Tell us how many tickets per day you're used to handling.
Confirm your full-time availability and your overlap with European (CET) hours.