[Hiring] eCommerce Customer Support Agent @Velara Brands

Role Description

You'll be the voice of our brands for every customer who writes in. This is a hands-on, operational role:

• Handle inbound customer conversations across email, chat and social in Italian, Spanish and English
• Resolve order, delivery, returns, refunds and product enquiries end to end, coordinating with logistics and operations when needed
• Own our support tooling day to day: Gorgias for ticketing and Konvo for conversational flows - including macros, tags, automations and keeping both tidy
• Keep response and resolution times within target without turning replies into copy-paste
• Turn recurring contact reasons into insight: report patterns, propose fixes, help improve help-centre content and automated flows
• Work closely with eCommerce, growth and operations so the customer view reaches the people making decisions

Qualifications

• Previous experience in customer support for an eCommerce or D2C brand
• Italian, Spanish and English at C1 level or above - bilingual is ideal. Written command matters most: you'll be writing in all three every day
• Hands-on experience with Gorgias; experience with Konvo is a strong plus
• Genuinely customer-minded: you care how the answer lands, not just that the ticket closed
• Autonomous and organised - comfortable prioritising your own queue in a small, fast-moving team
• Comfortable with AI tools as part of how you work. We're AI-native by default, and support is one of the areas where it changes the job the most

Requirements

• Nice to have: Shopify, Klaviyo or similar stack
• Familiarity with automated returns platforms (Reveni or similar) - our returns run through one, so knowing how the flow works from the inside is a plus
• Experience in fashion, lifestyle or accessories
• Some experience shaping support processes from scratch, not just executing them

Terms

• Independent contractor (part-time). You invoice us monthly and are responsible for your own taxes and social contributions in your country of residence
• Open to candidates based in the EU
• We're looking for someone who can commit a consistent share of their week rather than a full-time hire
• Compensation equivalent to €24,000/year full-time, pro-rated to the share of time you dedicate to us. Paid in EUR
• Fully remote, but you should be available to travel for team meetups on a monthly or quarterly basis

Benefits

• A remote-first culture built around written communication and autonomy, not calls and presence
• A company in growth: new brands, new markets and more volume coming, with room to grow with it
• Multi-brand exposure - you work across a portfolio, not a single catalogue
• An AI-native operation: we build our own tools and automate the repetitive parts, so your time goes into the conversations that actually need a person
• A small team where your input on process and tooling gets implemented, not filed
• Colleagues who have scaled digital brands before, so you learn from people who've done the job