About Backbone Customer Service

Backbone Customer Service (BCS) is a Shopify-only customer service agency working with European e-commerce brands. We don’t do “generic support” and we don’t work for everyone. Our focus is on structured, high-quality customer service for brands that take their customers seriously.

We operate as a fully remote, in-house team. No freelancers. No shortcuts. We work with clear KPIs, strong processes, and high expectations — because that’s what our clients pay us for. If you’re looking for an easy, repetitive support job: this is not it. If you want to grow into a strong, professional customer service specialist in e-commerce: keep reading.

What You’ll Do

As a Customer Service Agent at BCS, you are responsible for owning customer conversations from start to finish. Your work includes:

• Handling customer inquiries via email and chat (Zendesk).

• Managing refunds, returns, delivery issues, and product-related questions.

• Handling escalations and payment disputes with care and precision.

• Communicating clearly and professionally with both customers and clients.

• Following (and improving) structured workflows and macros.

• Actively learning from feedback, QA reviews, and coaching.

You are expected to think, not just reply. Speed matters, but quality matters more.

Who We’re Looking For (Mindset & Soft Skills)

We are looking for people who:

• Learn fast and don’t need everything explained twice.

• Take responsibility for their decisions instead of pushing problems away.

• Communicate clearly, calmly, and empathetically — even under pressure.

• Are comfortable receiving feedback and using it to improve.

• Care about doing things properly, not just quickly.

• Are reliable, structured, and take ownership of their work.

• Work well in a team and contribute to a professional environment.

If you need constant supervision or dislike structure, this role will not suit you.

Required Experience & Skills

• At least 2 years of customer service experience.

• Experience with Zendesk (email & chat).

• Strong written and spoken English (required).

• Dutch is a strong plus (required for Dutch-language clients).

• Comfortable working with Slack and other digital tools.

• Able to handle complex cases, including disputes and chargebacks.

Location

• We primarily hire agents based in Albania and Suriname.

Salary & Benefits

• Base salary depending on experience.

• Performance bonus of up to 20% per month, based on ticket/hour performance.

• Signing bonus after successful onboarding.

• Referral bonus after your referral successfully completes training.

• Unlimited leave days (requested and approved at least 2 months in advance).

• 100% remote work in a structured, professional team.

What You Can Expect From Us

• Clear expectations and measurable performance standards.

• Training, coaching, and feedback to help you improve.

• Real responsibility and room to grow if you perform well.

• A serious company that values quality over shortcuts.

To apply, please submit:

• Your CV.

• A 3-minute video answering the following:

  • Why are you interested in this role?

  • What does your ideal work environment look like?

  • What are your main strengths?

  • Where do you see yourself personally and professionally in 5 years?

• What monthly salary are you happy with?

Selection procedure

1. No video submitted = rejected

2. Selected candidates will have an interview with our COO.

3. Optional 2nd interview based on the position

4. Written test where you'll have to reply to 2 customer inquiries

5. If approved, you’ll start your journey at Backbone Customer Service.

If you’re looking for a serious remote role where quality, responsibility, and teamwork matter, we’d like to hear from you.

Submit your CV and short video application.