Are you a customer service superstar with a passion for delivering top-notch support? Do you thrive in a fast-paced, dynamic environment and love working with people? We’re looking for a talented Customer Support Agent to join our remote team and help us provide exceptional service to our customers selling digital goods!
Quick Snapshot
Job Type: Full-time (Temp to Perm)
Salary: £100.00-£200.00 per week
Firm: Narvino
Location: Remote, UK
Work Schedule: 30-40 hours/week, UK business hours with rotating weekends/holidays
Language: Excellent written English required
The Role
You’ll be the front line for email and live chat support, managing order processing and delivery, handling payment disputes, and fixing day-to-day customer issues. You’ll work across WooCommerce, Zendesk, and Slack daily, ensuring our customers receive the best experience possible.
Key Responsibilities
Customer Support (Zendesk)
- Provide first-line support via email and live chat with clear, friendly, and accurate responses
- Triage, tag, and escalate issues in Slack; use and maintain macros; meet response and resolution SLAs
- Proactively follow up on tickets until fully resolved; maintain high CSAT
Order Processing (WooCommerce)
- Validate and process orders; trigger/resend license delivery emails; correct failed or bounced deliveries
- Basic fraud screening; apply/refund/cancel per SOPs
- Fix common checkout/account issues
Payments & Disputes
- Prepare evidence and respond to PayPal/Stripe disputes and chargebacks
- Log outcomes; suggest prevention steps
Issue Troubleshooting
- Diagnose common problems and provide step-by-step fixes
- Document edge cases; create/update internal SOPs and public Help Center articles
Social & Reputation
- Monitor and reply to social media DMs/comments and review sites
- Escalate PR-sensitive posts; capture feedback and feature requests
Team Ops
- Communicate clearly in Slack; hand over active cases at shift end
- Keep tidy records
Success Metrics (KPIs)
- First Response Time and Full Resolution Time (email/chat)
- CSAT and reopened-ticket rate
- Order processing SLA compliance and delivery success rate
- Dispute win rate and preventable dispute reduction
- SOP/macro/FAQ contribution and accuracy
Tools You’ll Use Daily
- WooCommerce
- Zendesk (Support + Chat)
- Slack
- Google Workspace (Docs/Sheets/Drive)
- PayPal/Stripe dashboards
- Email delivery/license systems
Compensation & Schedule
- Contract or employee, depending on location
- Full-time (30-40 hours/week) with UK-hours coverage; rotating weekends/holidays as needed
- Competitive hourly rate + performance bonus tied to CSAT, SLA, and dispute outcomes
- Job Type: Temp to perm, 3 months contract
- Pay: £100.00-£200.00 per week
- Benefits: Work from home
Work Location
- Remote
Must-Have Qualifications
- 1+ year in e-commerce customer support or order operations
- Hands-on experience with WooCommerce/WordPress admin, Zendesk, and Slack
- Experience handling refunds, partial refunds, and payment disputes
- Excellent written English; fast, accurate typing; calm under pressure
- Strong attention to detail and process discipline
- Comfortable with basic spreadsheets for logs and reports
- Time-zone fit: Able to cover UK business hours with occasional weekend rotation
- Security and privacy awareness
Nice to Have
- Familiarity with digital goods/software licensing
- Experience with Trustpilot/reviews moderation, social inbox tools, or simple HTML/email templates
- Basic analytics exposure
- Zapier/automation or Help Center management experience