Customer Support & Order Management Assistant - Long-term Position
Budget: $2 – $8 USD
I need someone who can fully own the inbox for three growing e-commerce stores. All interactions happen through Gorgias, with additional context and SOPs stored in Notion, so you should already feel comfortable bouncing between both tools and making good decisions without constant hand-holding.
Your day-to-day focus is email support during EU business hours, about 4–10 hours a week. You will be the first line of defence when orders go wrong, but the single most important part of the job is keeping difficult customers calm, heard, and ultimately satisfied. You’ll also deal with tracking enquiries, create return labels, push refund requests through our payment gateway, and flag any edge-case you can’t resolve directly. The playbook we supply covers 90 % of scenarios, yet I’m counting on you to think critically when the other 10 % appears.
Strong, upbeat written English is essential; French replies are handled in-house, so you can stay in your language comfort zone. This is a long-term role (6 + months) and I hope to grow your hours as sales increase.
Your Mission :
Your daily responsibilities will follow a clear routine:
1 — Customer Service (priority)
You will answer customers within 24h, especially for:
• address changes
• order cancellations
• product questions
• tracking updates
Your communication must be fast, clear, and professional.
(You will use our customer service playbook.)
2 — Order Verification (Notion workspace)
Every day, you must check:
• No order remains in status “to handle” for more than 5 days
• No order is marked as “can’t be handled” without explanation
• Prices and handling are correct
You must be able to think logically and identify anomalies.
3 — Returns Processing
When a return is sent to you (via WhatsApp), you must:
• add it to the Stock page
• add the corresponding refund in the Refund table
You will follow our return & stock process.
What We Are Looking For
We only want top performers:
Someone who can think, not just execute
Someone who follows a process but also uses common sense
Someone fast, reliable, direct, and organized
Someone who understands responsibility
Someone who can handle stress calmly
Someone who answers customers in perfect French
If you are not this type, please do NOT apply.
QUALIFICATION TEST
If you have read everything above, you MUST answer the following questions in a private message:
Reply ONLY with the answers to these questions. No greeting. No presentation. No extra text.
Your answers MUST be written in French.
If you don’t follow these rules, your application is automatically rejected.
QUESTIONS (Answer in French only):
1. A customer writes:
“Bonjour, j’ai passé une commande il y a 8 jours et le numéro de suivi ne fonctionne pas.”
You see in the system:
• Order date: 8 days ago
• Tracking page shows “Not found yet”
• Estimated delivery time: 10–20 days
Write the exact email you would send to the customer.
2. Explain what you would do internally to verify and handle this situation.
3. Describe step-by-step how you would organize your daily routine to manage:
• Customer messages
• Order verification on Notion
• Return processing
4. Write the secret word “lumière” at the end of your message.
(This proves you read the entire description.)
How we will choose the right person
We will evaluate:
• Your ability to follow instructions
• Your logic and structure
• Your quality of French writing
• Your speed of response
• Your clarity and decision-making
This is a long-term collaboration if you are the right fit.
Ready to apply?
Send us ONLY the answers to the 4 questions above — nothing else.
Your day-to-day focus is email support during EU business hours, about 4–10 hours a week. You will be the first line of defence when orders go wrong, but the single most important part of the job is keeping difficult customers calm, heard, and ultimately satisfied. You’ll also deal with tracking enquiries, create return labels, push refund requests through our payment gateway, and flag any edge-case you can’t resolve directly. The playbook we supply covers 90 % of scenarios, yet I’m counting on you to think critically when the other 10 % appears.
Strong, upbeat written English is essential; French replies are handled in-house, so you can stay in your language comfort zone. This is a long-term role (6 + months) and I hope to grow your hours as sales increase.
Your Mission :
Your daily responsibilities will follow a clear routine:
1 — Customer Service (priority)
You will answer customers within 24h, especially for:
• address changes
• order cancellations
• product questions
• tracking updates
Your communication must be fast, clear, and professional.
(You will use our customer service playbook.)
2 — Order Verification (Notion workspace)
Every day, you must check:
• No order remains in status “to handle” for more than 5 days
• No order is marked as “can’t be handled” without explanation
• Prices and handling are correct
You must be able to think logically and identify anomalies.
3 — Returns Processing
When a return is sent to you (via WhatsApp), you must:
• add it to the Stock page
• add the corresponding refund in the Refund table
You will follow our return & stock process.
What We Are Looking For
We only want top performers:
Someone who can think, not just execute
Someone who follows a process but also uses common sense
Someone fast, reliable, direct, and organized
Someone who understands responsibility
Someone who can handle stress calmly
Someone who answers customers in perfect French
If you are not this type, please do NOT apply.
QUALIFICATION TEST
If you have read everything above, you MUST answer the following questions in a private message:
Reply ONLY with the answers to these questions. No greeting. No presentation. No extra text.
Your answers MUST be written in French.
If you don’t follow these rules, your application is automatically rejected.
QUESTIONS (Answer in French only):
1. A customer writes:
“Bonjour, j’ai passé une commande il y a 8 jours et le numéro de suivi ne fonctionne pas.”
You see in the system:
• Order date: 8 days ago
• Tracking page shows “Not found yet”
• Estimated delivery time: 10–20 days
Write the exact email you would send to the customer.
2. Explain what you would do internally to verify and handle this situation.
3. Describe step-by-step how you would organize your daily routine to manage:
• Customer messages
• Order verification on Notion
• Return processing
4. Write the secret word “lumière” at the end of your message.
(This proves you read the entire description.)
How we will choose the right person
We will evaluate:
• Your ability to follow instructions
• Your logic and structure
• Your quality of French writing
• Your speed of response
• Your clarity and decision-making
This is a long-term collaboration if you are the right fit.
Ready to apply?
Send us ONLY the answers to the 4 questions above — nothing else.