Customer Service & Order Support (Remote)
Browniegod is seeking an experienced Customer Experience & Order Support professional to become part of its remote team.
In this position, you will serve as the main contact for customers, responding to questions received through email and social media inboxes, including matters related to orders, delivery problems, refunds, replacements, and other general requests. You will also keep internal records up to date and report recurring concerns to the wider team.
At the beginning, the company will provide complete training. Once onboarding is completed, you will take primary responsibility for customer support and order-related matters, while still being able to rely on team assistance whenever necessary.
This opportunity is suitable for a person who is approachable, composed, and dependable, enjoys assisting customers, and is able to work with confidence on an independent basis.
About us
Browniegod is an online bakery focused on carefully designed brownie gift boxes. The business is headquartered in London, has a broad international audience, and is supported by a team that serves tens of thousands of customers throughout the UK.
Your role
- Respond to customer messages received through email and social media inboxes (DMs).
- Help customers with order-related queries, delivery concerns, and requests involving refunds or replacements.
- Make sure every reply remains friendly, clear, and professional.
- Follow templates and internal guidance so that responses stay accurate and consistent.
- Record customer and order issues precisely and oversee necessary follow-up actions.
- Pass on urgent or more complicated matters when required.
- Identify repeated issues and prepare a brief weekly support summary.
- As time goes on, recommend updates to templates and workflows that can make request handling more efficient.
Weekly meetings
- Kitchen: Discuss customer feedback and repeated concerns.
- Leadership: Go over priorities, results, and ongoing progress.
Requirements (must-have)
- Be located in Kosovo.
- Have excellent written and spoken English.
- Bring 1+ years’ experience in customer service, customer experience, or order support, ideally within e-commerce or online retail.
- Have a dependable internet connection.
- Be available to work from 9am-5pm (Kosovo time). These hours are fixed, including a lunch break from 12pm to 1pm.
- Be comfortable working independently and adhering to clearly defined processes.
- Show strong attention to detail and confidence in maintaining accurate records.
Skills (must-have)
- Excellent written and verbal communication abilities.
- Strong organisation skills and confidence in handling digital information and records.
- A friendly, customer-oriented approach with natural empathy.
- Solid problem-solving ability and careful attention to detail.
- Capacity to handle competing priorities in a calm and consistent way.
- Confidence working independently, while also collaborating with a team when necessary.
- Willingness to receive feedback and improve processes over time.
Benefits
- €800 per month
- 28 paid holiday days per year
- 3 additional paid days off (25–26 December & 1 January)
- Fully remote work
- 1-hour lunch break
- Training and support while performing the job
Customer Service & Order Support (Remote)
Browniegod is seeking an experienced Customer Experience & Order Support professional to become part of its remote team.
In this position, you will serve as the main contact for customers, responding to questions received through email and social media inboxes, including matters related to orders, delivery problems, refunds, replacements, and other general requests. You will also keep internal records up to date and report recurring concerns to the wider team.
At the beginning, the company will provide complete training. Once onboarding is completed, you will take primary responsibility for customer support and order-related matters, while still being able to rely on team assistance whenever necessary.
This opportunity is suitable for a person who is approachable, composed, and dependable, enjoys assisting customers, and is able to work with confidence on an independent basis.
About us
Browniegod is an online bakery focused on carefully designed brownie gift boxes. The business is headquartered in London, has a broad international audience, and is supported by a team that serves tens of thousands of customers throughout the UK.
Your role
- Respond to customer messages received through email and social media inboxes (DMs).
- Help customers with order-related queries, delivery concerns, and requests involving refunds or replacements.
- Make sure every reply remains friendly, clear, and professional.
- Follow templates and internal guidance so that responses stay accurate and consistent.
- Record customer and order issues precisely and oversee necessary follow-up actions.
- Pass on urgent or more complicated matters when required.
- Identify repeated issues and prepare a brief weekly support summary.
- As time goes on, recommend updates to templates and workflows that can make request handling more efficient.
Weekly meetings
- Kitchen: Discuss customer feedback and repeated concerns.
- Leadership: Go over priorities, results, and ongoing progress.
Requirements (must-have)
- Be located in Kosovo.
- Have excellent written and spoken English.
- Bring 1+ years’ experience in customer service, customer experience, or order support, ideally within e-commerce or online retail.
- Have a dependable internet connection.
- Be available to work from 9am-5pm (Kosovo time). These hours are fixed, including a lunch break from 12pm to 1pm.
- Be comfortable working independently and adhering to clearly defined processes.
- Show strong attention to detail and confidence in maintaining accurate records.
Skills (must-have)
- Excellent written and verbal communication abilities.
- Strong organisation skills and confidence in handling digital information and records.
- A friendly, customer-oriented approach with natural empathy.
- Solid problem-solving ability and careful attention to detail.
- Capacity to handle competing priorities in a calm and consistent way.
- Confidence working independently, while also collaborating with a team when necessary.
- Willingness to receive feedback and improve processes over time.
Benefits
- €800 per month
- 28 paid holiday days per year
- 3 additional paid days off (25–26 December & 1 January)
- Fully remote work
- 1-hour lunch break
- Training and support while performing the job
