Customer Service Representative - Dropshipping in Europe to China - 20+ responses per hour, AI experience (Shopify).

# Customer Service Representative — Shopify Dropshipping (Email Support)

We run multiple Shopify dropshipping stores in Europe and are looking for a reliable Customer Service Representative to join our customer support team.

This is an email support role. You will handle customer emails, use our templates and workflows, log refunds in Google Sheets, and escalate complex cases when needed.

You MUST already have experience with customer service for dropshipping stores. Experience handling support for multiple stores at the same time is a big advantage.

---

## Main Responsibilities

* Answer customer emails for Shopify dropshipping stores
* Maintain a steady pace of around **20 answered emails per hour**
* Handle order questions, shipping updates, returns, refunds, lost packages, and defective product claims
* Use DeepL to translate Dutch, Polish, and other European customer emails
* Start from the correct pre-written template, but personalize every single reply — customers should never receive an obvious copy-paste answer
* Build and improve your own ChatGPT prompt/template so each email is written specifically for that customer and their situation
* Handle refund requests using our step-by-step compensation ladder and keep the overall refund percentage as low as possible
* Keep customers calm and satisfied to reduce disputes and escalations
* Log refunds and important cases in Google Sheets
* Check supplier/order information when needed
* Escalate unclear, aggressive, or complex cases through Slack
* Coordinate with another CS team member so work is divided properly

---

## Refunds & Resolution Ladder

Refunds have a direct impact on our margins, so an important part of this role is solving problems properly instead of handing out money by default.

We work with a fixed ladder. You always start at the lowest step:

1. **20% partial refund** — the standard first offer
2. **40% partial refund** — only if the customer declines the first offer and the case justifies it
3. **60% partial refund** — final step, only for serious cases
4. **Return to our supplier in China** — the alternative if the customer does not accept a partial refund

Do not skip steps. Never jump to a higher percentage just because it is faster or easier, and never issue a full refund on your own — those cases go to Slack first.

Every offer must be explained in a friendly, personalized message so the customer feels heard and accepts the solution instead of opening a dispute or chargeback.

---

## Requirements

* Must have experience with CS for Shopify dropshipping stores
* Experience supporting multiple stores is preferred
* Excellent written English
* Strong attention to detail
* Able to follow workflows and templates exactly
* Confident handling refund negotiations and sticking to the compensation ladder
* Able to work at a fast, consistent pace (around 20 emails per hour)
* Calm, professional tone with customers
* Comfortable using Gmail, Google Sheets, DeepL, Slack, and ChatGPT
* Comfortable running Hubstaff time tracking during your shifts
* Reliable internet and availability 6 days per week
* Able to work in a coordinated schedule with another CS team member

---

## Performance & Tracking

* We expect around **20 emails answered per hour**. With templates, DeepL, and our documented workflows this is very achievable once you know the system.
* Working hours are tracked with **Hubstaff**, which records time and activity during your shift. Hubstaff only runs while you are clocked in on your shift.
* We also look at your **refund rate**: how many cases you manage to resolve at the lowest possible step of the ladder.
* Speed matters, but quality matters too. Wrong or careless replies create disputes, so accuracy comes first.

---

## Languages

You do not need to speak Dutch or other European languages.

We use DeepL, pre-written templates, and documented workflows. You need strong English and the ability to understand the customer issue correctly after translation.

---

## Hours & Compensation

* Part-time to start
* Around 12–18 hours per week
* **Around 2–3 hours per day, 6 days per week**
* More hours possible as workload grows
* **Rate: $4 per hour**
* Payment: weekly via Wise, based on the hours tracked in Hubstaff

The schedule is not fully random/flexible. You will work together with another CS team member, so hours need to be coordinated to avoid overlap and make sure emails are covered properly.

---

## Important

When you start your session, the assigned inbox must be cleared properly. Customer emails should not be left unanswered without a clear reason or escalation.

We are looking for someone reliable, consistent, and long-term.

---

## How To Apply

Please reply with:

1. The word **LIGHTHOUSE** in the subject of your application
2. A short introduction about yourself
3. Your experience with Shopify dropshipping customer service
4. Whether you have handled CS for multiple stores at the same time (include store names / links)
5. Which tools you have used before: Gmail, Shopify, Google Sheets, Slack, DeepL, ChatGPT, Hubstaff, etc.
6. Your time zone and daily availability
7. When you can start
8. A short answer to this question: a customer writes that their product arrived damaged and demands a full refund. How do you handle it?
9. Confirmation that you are comfortable with the $4/hour rate and the 20 emails per hour target
10. A screenshot of your internet speed test from speedtest.net

Applications without dropshipping CS experience will not be considered.

Looking forward to working together long-term!