Freelance Customer Support Agent – Schwerpunkt Ernährung

SHEKO

Customer Support Agent assisting customers via email, chat, and WhatsApp for SHEKO's Health & Nutrition brand. Supporting inquiries on orders, complaints, and the community management.

Posted 5/4/2026part-timeRemote • 🇩🇪 GermanyJuniorWebsite

About the role

Key responsibilities & impact

Respond to inquiries: You answer 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 uncomplicated
Complaints: You handle difficult situations with confidence and find solutions that truly satisfy customers
Escalations: You recognize when a matter needs to be escalated internally — and act quickly
Shape processes: You follow macros and flows and provide feedback when something doesn’t fit or can be improved
Community management: Those with experience in community management and a passion for nutrition can also moderate our Facebook community, answer questions and foster a positive atmosphere

Requirements

What you’ll need

Several years of experience in customer support, ideally in D2C or e-commerce
Confident with Gorgias or comparable helpdesk tools
Shopify knowledge is a plus
Experience in community management is a plus — but not required
Availability on weekends as well
You genuinely want to help people — not just close tickets
Interested in nutrition, a healthy lifestyle and brands that have something to say
Excellent German, spoken and written
Good English — for working in Gorgias and our internal tools
You communicate clearly, empathetically and always on an equal footing
Structured, reliable and able to work independently remotely

Benefits

Comp & perks

Freelance collaboration, 20–40 hours per week
100% remote — work from wherever you want
Flexible scheduling within our core hours 7:00–21:00 CET — 80% within mutually agreed time windows, 20% freely scheduled
Clear processes, good briefings and a team that has your back
Long-term collaboration with growth potential

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportD2Ce-commercecommunity managementShopifyGorgiashelpdesk toolsnutrition knowledgeremote work

Soft Skills

empathycommunicationproblem-solvingconfidencestructuredreliableindependent workactive listeningfeedback provision