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Customer Support Representative (24/7) — Modavinio

Status: Full-time, remote.
Schedule: Must guarantee 24/7 coverage via shifts, weekends, and holidays.
Note from hiring manager: We’re still evaluating the right mix of human support and AI. We seek a human rep who can deliver excellent service now and also help us decide where AI adds value (and where it doesn’t).

About Modavinio

Modavinio is an online boutique for Italian-inspired luxury designer fashion serving customers in the US, EU/UK, and Switzerland.

What you’ll do

  • Provide real-time customer support across live chat, email, and (later) phone/social—24/7 coverage with defined SLAs.

  • Own end-to-end order support: product questions (fit, sizing, materials), checkout issues, payment status, shipping/returns/exchanges, warranties, and gift cards.

  • Create, process, and track RMAs/returns; liaise with carriers (UPS, DHL, FedEx, USPS) and warehouses/3PLs.

  • Triage and resolve escalations, de-escalate tense situations, and coordinate with merchandising, operations, and fraud review.

  • Maintain customer records in CRM; keep the knowledge base/FAQs current and propose new help content.

  • Monitor and meet KPIs (first-response time, resolution time, CSAT, refund turnaround, chargeback win rate).

  • Use and evaluate AI tools (macros, suggested replies, auto-triage) and recommend where automation is appropriate vs. human-only handling.

  • Flag UX/site issues (e.g., broken links, size-chart questions) and provide structured feedback.

Required qualifications

  • Availability: Able to work a rotating schedule to ensure 24/7 coverage (overnights, weekends, holidays).

  • Experience: 2+ years in e-commerce customer support; luxury/fashion experience strongly preferred.

  • Platforms: Proficiency with at least two: Gorgias, Zendesk, Intercom, Freshdesk; basic Shopify admin (orders, refunds, discount codes), and familiarity with payment processors (Stripe/Shopify Payments/PayPal).

  • Logistics: Working knowledge of shipping methods, international delivery, customs/VAT basics, and return workflows.

  • Fraud & payments: Awareness of chargeback prevention, AVS/CVV checks, and red-flag patterns.

  • Communication: Excellent written and spoken English; clear, calm, brand-aligned tone; strong de-escalation skills.

  • Process & accuracy: Detail-oriented, follows SOPs, documents thoroughly, and thinks in terms of SLAs and KPIs.

  • Tech & AI literacy: Comfortable using help-desk automations, AI reply suggestions, and canned responses; able to judge AI output quality.

  • Data privacy: Working knowledge of PII handling and privacy norms (GDPR/CCPA basics); PCI awareness.

Nice to have

  • Multilingual (German, Italian, French).

  • Luxury brand product knowledge and size conversion familiarity (US/EU/IT).

  • Experience with 3PL portals, Returnly/Loop/AfterShip, and basic Excel/Google Sheets.

  • Prior involvement in implementing AI chat or self-service flows.

Success metrics

  • First-response time (chat/email), time-to-resolution, CSAT/NPS, refund processing time, chargeback win rate, documentation quality, and adherence to schedule.

Tools you may use

Shopify, Gorgias/Zendesk/Intercom, Google Workspace, Slack, AfterShip/17Track, Loop/Returnly, Stripe/PayPal, and AI co-pilot features inside the help desk.

Work setup

  • Reliable high-speed internet and quiet environment.

  • Willing to sign NDA and follow security protocols (2FA, device hygiene).

How to apply

Send a short note to andreas.walter@modavinio.com on your 24/7 availability, relevant e-commerce experience, your preferred support stack, and one example where you should handle a case vs. where AI automation is appropriate. Include your resume and two references.