Rogier's Ecom FZCO

Customer Experience Agent — Multi-Brand Supplement Portfolio

Please login or register as jobseeker to apply for this job.

: TYPE OF WORK

Full Time

: WAGE / SALARY

6$/h

: HOURS PER WEEK

40

: DATE UPDATED

May 14, 2026

JOB OVERVIEW

We run a portfolio of DTC supplement brands across Europe, the US, and Australia. We do $10M+/year and we're scaling fast. Customer experience is not a cost center for us — it's a brand-protection function. The person we hire owns it.
If you're looking for a quiet email-reply job where you copy-paste templates and clock out at 5pm, this isn't it. Keep scrolling.

What you'll actually own
• Front-line customer communication across email and chat for all our brands, in English (and additional languages welcome — DE, FR, IT, ES, NL, AU-EN all relevant). You're the voice of the brand.
• Disputes and chargebacks in PayPal and Klarna. You hunt them down, document, win them. Current chargeback win rate target: 70%+.
• Refunds, replacements, and Shopify workflows. You make judgment calls on edge cases — not every refund is automatic, not every complaint is valid. You d ---------- and report.
• Working alongside our AI customer support agent in Commslayer. The AI drafts, you approve or improve. You're the quality bar, not the typing speed.
• Pattern recognition. You see 50+ tickets a day. You'll spot product issues, fulfillment problems, or ad-customer mismatch before anyone else. You surface it weekly with proposed fixes — not as complaints.
• CSAT, first-response time, and resolution rate are your KPIs. You hit them or we have a problem.

You're the right person if you can answer YES to all of these
• You've handled customer support for an e-commerce brand before — minimum 2 years, ideally in supplements, beauty, or health/wellness
• You write English so well a native speaker wouldn't notice you're not one
• You've worked with PayPal disputes and Klarna chargebacks specifically (not just "I've used PayPal")
• You're comfortable making decisions in grey areas without asking your manager every time
• You see a customer complaint as data, not as drama
• You can write a refund response that turns an angry customer into a repeat buyer (and you've actually done this)
• You're proactive — when something's broken, you flag it AND propose the fix
You're the wrong person if any of these are true
• You need step-by-step instructions for every situation
• You think your job is to clear tickets, not solve customer problems
• You're allergic to numbers (CSAT, response time, resolution rate — these will be measured)
• You've never owned a chargeback dispute from start to finish
• You want a job where nothing changes for the next 3 years

The screening step (do this before applying)
To filter out template-application candidates, we ask all serious applicants to complete one short task. Applications without this are auto-rejected.
Record a 3–5 minute Loom video (phone or laptop is fine) answering these:
1 Introduce yourself. Name, country, current/last role, how many years in customer support for e-commerce.
2 Show us your work. Walk us through one customer dispute or chargeback you handled — what happened, how you handled it, what the outcome was. Real example, real numbers if you have them.
3 A real scenario. A customer emails saying: "I've been taking your product for 3 weeks. I haven't lost any weight. I want a full refund. Also I'm going to leave a 1-star review everywhere." Walk us through how you respond — what you write, what you check first, and what you would NOT do.
4 Why this role specifically. Not why customer support in general — why this role, this company, this work.
Also send us:
• Your CV
• One example of an email response you wrote to a difficult customer (anonymize names)
• Your monthly comp expectation, in USD, full-time

Compensation & growth
• Performance bonuses tied directly to CSAT, chargeback win rate, and first-response time (medal system — Bronze/Silver/Gold monthly)
• Path to Senior CX role with team management responsibility within 12 months for top performers
• Fully remote, work from anywhere your hours overlap with EU business hours

How to apply
Send your Loom video + CV
Subject line: "CX Agent — [Your Name]"
Deadline: 7 days from posting. Applications missing the Loom video will not be reviewed. We respond within 5 business days. If you don't hear back, it means we've moved forward with other candidates.

SKILL REQUIREMENT

Customer Support Email Support Shopify

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Rogier's Ecom FZCO

Customer Experience Agent — Multi-Brand Supplement Portfolio

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

WAGE / SALARY

HOURS PER WEEK

DATE UPDATED

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