Customer Support

About the job

Job Description

About the Role

We are looking for a reliable Customer Support Agent to handle ongoing email-based customer support and related operational tasks in an e-commerce environment.

This role focuses on structured case handling, clear written communication, and consistent resolution of customer requests. It is not about call-based support or high-volume ticket processing, but about managing customer cases properly from first contact through final resolution.

You will work with established tools and defined internal processes and are expected to organize your daily work independently.

Responsibilities

• Handle customer inquiries via email from first contact to final resolution
• Manage customer cases, including follow-ups, documentation, and case closure
• Handle dispute-related cases in a calm, factual, and well-documented manner
• Process refunds and replacements according to defined internal rules and evidence
• Coordinate operational topics internally (e.g. reshipments, complaints, clarifications)
• Verify and clarify order and address details directly with customers when required

Work Style & Organization

• Independent and structured daily work organization
• Clear prioritization of time-sensitive topics (e.g. order changes or cancellations)
• Reliable adherence to internal guidelines and escalation rules
• Clear, professional written communication

Requirements

• Experience in customer support, ideally in an e-commerce environment
• Very good written communication skills in English
• Structured, reliable, and detail-oriented working style
• Ability to handle dissatisfied customers and sensitive cases calmly
• Responsible handling of refunds and customer-related decisions
• Willingness to work according to defined processes and guidelines

Important to Know

• Customer support is handled exclusively via email (no phone or call-based support)
• The role is remote
• Clear processes, templates, and operational guidance are provided
• Not every customer issue automatically results in a refund

Engagement & Working Model

This role is offered on a contract-based / independent engagement basis.

Workload and scheduling are aligned in coordination with the team, with a focus on reliability, responsiveness, and clear communication.

Equal Opportunity Statement

Snow7 Brands is an equal opportunity organization. We do not discriminate based on age, gender, nationality, ethnicity, religion, disability, sexual orientation, or any other legally protected status.