Highly Wanted: Experienced CS Rep (Don't Reply If Inexperienced)

Hi! We're Just Jenny, a beauty and wellness brand. We sell skincare tools, patches, serums and supplements to customers across Europe, and most of them are women in their 40s, 50s and 60s who just want to feel good in their own skin again.

Small team, no corporate nonsense, and a healthy amount of orders coming in every single day.

Those orders come with questions. "Where's my package?" "Can I change my address?" "How do I actually use this thing?" "I want my money back." That's where you come in.

We're looking for someone who takes real ownership of the inbox. Not someone who fires off canned replies, but someone who reads what the customer actually wrote, answers like a human being, and turns a grumpy "refund me now" into "oh nice, thanks for sorting that out."

One thing up front: this role is for people who have already done it. If you're brand new to customer support, we're not the right first stop for you.

What you'll be doing

Running the daily customer inbox in CommSlayer
Answering order and shipping questions, chasing track & trace, and staying on top of our suppliers and fulfilment partner when a package goes missing
Handling refund and return requests. Solve the actual problem first, reach for the refund button last
Filing and winning chargebacks in Shopify Payments and PayPal: gathering the evidence, writing the response, submitting well before the deadline
Answering product questions. Our customers are often trying something like this for the first time, so a little reassurance goes a long way
Spotting patterns. If 15 people email about the same product this week, we want to hear it from you before we see it in the numbers

The two numbers we care about

Refund rate and chargeback rate. Keeping both as low as humanly possible, without ever being difficult with a customer, is basically the whole job. If that sounds like a fun puzzle instead of a headache, you're going to like it here. And yes, there's a bonus tied to it.

What we're looking for

1–2+ years in customer support for an e-commerce or dropshipping brand. You know what a "where is my order" wave feels like
Real hands-on experience with chargebacks and disputes. Not "I've heard of them" but "I've won them"
Comfortable, natural written English. Warm and clear, not stiff and corporate
Reliability. This is a daily job, weekends included. Not a "I'll batch it on Friday" situation
Experience with CommSlayer is a big plus. Used Gorgias, Zendesk, Reamaze or Richpanel instead and you pick things up fast? Still apply
Nice to have: Shopify experience, and any tools you've used to fight disputes

The details

Part-time to start, around 2–4 hours a day, 7 days a week (weekends are lighter)
Competitive hourly rate plus a bonus structure tied to your refund and chargeback numbers. Do the job well and you earn more
Nothing in the inbox sits longer than 10 hours. That's the one hard rule
100% remote. Beyond that response time, you pick your own hours
Room to grow, and we mean it. As our volume goes up we'll give you more hours and review your rate along with it. The plan is for this person to grow into owning our whole support operation, and eventually to help us build out the team
Long-term. We're not looking for a two-month patch
Start date: ASAP

How to apply

Skip the cover letter, we won't read it. Send us a 30-second video instead.

Film it on your phone, don't overthink it, and don't script it word for word. We're not judging your camera. We just want to hear you talk. In those 30 seconds, tell us:

Who you are
Why you want to work with us
Why you're better than other CS reps

That third one is the one that matters. Be specific. "I'm hardworking and detail-oriented" tells us nothing. "I brought a client's chargeback rate from 1.2% to 0.4% in four months" tells us everything.

Then add two lines of text with your message:

How many chargebacks you've handled, and roughly what your win rate was
Which helpdesk tools you've actually worked in

Start your message with the word PACKAGE, so we know you read this far.

If your video lands well, we'll set up a short call.