Freelance Customer Support Agent – Focus on Nutrition

Role Overview

• Handle inquiries: You respond to customer inquiries via Gorgias by email, chat and WhatsApp — quickly, empathetically and always in SHEKO's tone
• Orders & returns: You navigate Shopify independently and resolve issues directly and straightforwardly
• Complaints: You handle difficult situations with confidence and find solutions that truly satisfy customers
• Escalations: You recognize when an issue needs to be forwarded internally — and act quickly
• Help shape processes: You follow macros and flows and provide feedback when something is off or could be improved
• Community management: If you have experience in community management and a passion for nutrition, you can also moderate our Facebook community, answer questions and help foster a positive atmosphere

Requirements

• Several years of experience in customer support, ideally D2C or e-commerce
• Confident use of Gorgias or comparable helpdesk tools
• Shopify knowledge is an advantage
• Experience in community management is a plus — but not required
• Availability including weekends
• Excellent written and spoken German
• Good English — for working in Gorgias and our internal tools
• Clear, empathetic communication and a respectful, customer-first approach
• Structured, reliable and able to work independently while remote

Benefits

• Freelance engagement, 20–40 hours per week
• 100% remote — work from wherever you choose
• Flexible scheduling within our core hours of 07:00–21:00 (German time) — 80% within mutually agreed time windows, 20% freely scheduled
• Clear processes, solid briefings and a team that has your back
• Long-term collaboration with growth potential