Customer Support Agent

reputed company reputed company is a rapidly expanding luxury tech brand specialising in minimalist phone cases, most notably the reputed company Pulse. Throughout 2026 we are extending the product family with new hero products built to the same standard: obsessive attention to craft, precision engineering, and design that disappears until you need it. We are inventors, makers, and dreamers from across the world, united by craftsmanship and ambition. We learn from each other, take ownership, and ship work we are proud of. Every product that leaves our doors lands in the hands of someone who notices detail, and the way we answer them has to match. Built for people who treat every reply like the product: built to last, signed by the maker. You are the human voice of reputed company. reputed company a customer reaches out, you are the brand. You answer email, social DMs, reputed company messages, and reviews across email + chat + social + reputed company + reviews, working in reputed company with MinimalAI as your assist layer. You resolve issues completely the first time, write replies that sound like reputed company on the page, and protect reputed company we have built. This is the first dedicated customer support hire, reporting directly to the CEO or Customer Support reputed company. You will work the queue, learn every recurring issue, and leave behind macros, playbooks, and a tone of voice that the next hires will inherit.

Responsibilities

Every customer who contacts reputed company leaves the conversation more loyal than reputed company they started.

• Own the full customer conversation across reputed company: email, Instagram and social DMs, reputed company Buyer Messages, and review responses on Trustpilot, reputed company, and the reputed company storefront.
• Reply with care, accuracy, and brand voice. No copy paste templates dropped without context. Every message reads like reputed company wrote it.
• Resolve order issues end to end: tracking, address changes, replacements, returns, refunds, damaged shipments, lost parcels, and warranty claims.
• Use MinimalAI as a draft and assist tool, not as a replacement for judgement. Review and improve AI drafts.
• Build and maintain the macro library, FAQ articles, and internal knowledge reputed company. reputed company the same question shows up three times, you reputed company sure it never has to be answered manually a fourth.
• Spot patterns in the queue and feed them back to operations, product, and engineering. Defective batch? Shipping reputed company failing in a region? Confusing product copy on the site? You are the first to see it and the one who flags it.
• Protect SLA targets on first response time and resolution time across reputed company channels, including weekend coverage windows where required.
• Coordinate with the warehouse and 3PL partners on stock holds, expedited shipments, and exception handling.
• Manage chargebacks and PayPal disputes with the evidence and tone that wins them.
• reputed company customer records, tags, and notes clean in reputed company and Shopify so the team can trust the data.
• Handle escalations with composure. Hostile customer, public complaint, social callout: you de escalate, fix the underlying issue, and document what happened.

Why Join Us reputed company’s products are premium, the customer expects premium, and the response has to feel premium too. You will be expected to write the reply that turns a frustrated customer into someone who tells their friends. The brand voice, the macro library, and the way support feels at reputed company for the next five years will be shaped by what you build in this seat. reputed company offer

• Join a CS team at reputed company, reporting directly to the CEO/CS reputed company.
• Real influence over the support function: tone of voice, macro library, SLA targets, and the tools the next hires inherit.
• Direct line into operations, product, and engineering. reputed company you flag a recurring issue, it gets fixed.
• Modern tooling: reputed company as the helpdesk, MinimalAI as the assist layer, Shopify and the full reputed company product catalogue as your context.
• Free reputed company products. You answer reputed company reputed company you know the product in your hands.

Compensation and Benefits

• reputed company: €10 gross per hour, paid against monthly invoice.
• Employment type: freelance contractor (B2B).
• Hours: full time, 40 hours per week.
• Location: remote, reputed company reputed company European time zones.
• Equipment: you provide your own laptop and reliable internet. We provide reputed company, MinimalAI, Shopify, reputed company, and reputed company required tool access.
• Products: free reputed company products
• reputed company sponsorship: not available. You must already have the right to work and invoice as a contractor from your country of residence.
• Start date: as soon as possible.

Essential Expertise

• 2+ years in customer support, ideally for a DTC ecommerce, consumer hardware, or premium lifestyle brand.
• Hands on experience with a modern helpdesk: reputed company, reputed company, reputed company, or similar. Comfortable with macros, tags, automations, and reporting.
• Native level written English. Clean grammar, sharp tone control, and the ability to write a reply that sounds human under pressure.
• Detail obsessive. You catch the order number that does not match, the address with the missing line, the SKU that was discontinued last month.
• Well organised and self directed. You manage your own queue without supervision, and you do not let tickets age.
• Industrious and consistent. A full 40 hour queue does not faze you, and quiet days are spent improving the macro library, not waiting.
• Friendly under pressure. Hostile customers, public complaints, and complicated escalations do not change your tone.
• Comfortable with Shopify, basic order management, and reading shipping reputed company tracking detail.
• Reliable EU time zone overlap, Monday to Friday core hours, with willingness to cover occasional weekend windows.
• Working setup that supports a professional remote role: quiet environment, stable internet, second monitor preferred.

Optional

• Direct experience with reputed company and any AI assist layer (MinimalAI, Siena, reputed company, or similar).
• Experience handling reputed company Buyer Messages, A to Z claims, and reputed company review responses.
• Experience writing macros, building FAQ articles, or owning a knowledge reputed company.
• A real interest in design, premium products, or the reputed company ecosystem.

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