inspiration-commerce-group - Customer Support Agent (m/f) · Remote · Full-Time (B2B)
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Responsibilities
• Handle inbound customer inquiries across email and chat through Gorgias, our customer support platform — covering order status, returns, shipping, sizing, and everything in between — for either Italist or HEWI • Resolve issues efficiently and thoroughly, escalating to the team lead when a situation calls for it • Navigate Shopify and our customs admin to look up orders, track shipments, and assist with post-purchase queries across both stores • Maintain accurate records and follow established SOPs, while flagging anything that seems broken or improvable • Represent two luxury brands with warmth and professionalism in every customer interaction • Collaborate with teammates across time zones to ensure consistent coverage and quality
Benefits
• A fully remote, flexible work environment — we hire adults and treat them like adults • Real exposure to luxury e-commerce operations across two global brands • A small team where your work is visible, your feedback is heard, and there's room to grow • A Note on the Contract • This is a full-time B2B engagement — meaning we'll work with you as an independent contractor rather than a direct employee. We operate this way because ICG does not currently have a legal entity in Croatia. All compensation is quoted and paid gross; you'll be responsible for your own tax and social contributions on your end. If you're already set up as a sole proprietor (e.g. paušalni obrt or d.o.o.) or open to setting one up, this arrangement is straightforward. We're happy to walk you through how it works during the process. • What We Can't Offer You • A formal employment contract. This is a B2B engagement — see above. • Perfect work/life balance all the time. Startups move fast, and customer needs don't follow a 9-to-5 schedule. We'll work together to keep things reasonable, but flexibility goes both ways (we do not expect employees to work more then 8h a day) • A large support infrastructure to hide behind. You'll need to think on your feet and adapt quickly. • 1. Application — We'll review within 72 hours and follow up either way • 2. Intro Call — A short conversation with Jurica or another team member to get to know each other (30 min, Google Meet). • 3. Skills Assessment — A brief, practical exercise to see how you handle a realistic support scenario. • 4. Final Interview — A deeper conversation with Karlo, including time for your questions. • 5. Offer — The fun part. • If you have any questions at any point, feel free to reach out directly.
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