Employer: Narvino
Job Title: Customer Support Agent
Location: Remote (United Kingdom)
Salary: £100.00–£200.00 per week
Job Type: Full-time
About Narvino
Narvino operates an e-commerce business selling digital goods delivered via email. The company runs on WooCommerce, manages support through Zendesk, and collaborates in Slack. As the business continues to grow, Narvino is seeking a dependable and detail-oriented Customer Support Agent to ensure customer satisfaction and maintain smooth order processing.
Role Overview
The Customer Support Agent will serve as the first point of contact for customer inquiries via email and live chat. The role involves managing order processing, handling payment disputes, resolving customer issues, and maintaining responsive social media communication. Daily use of WooCommerce, Zendesk, and Slack is required.
Key Responsibilities
Customer Support (Zendesk):
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Provide first-line support via email and live chat with clear, friendly, and accurate responses
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Triage, tag, and escalate tickets in Slack; use and maintain macros while meeting SLA targets
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Proactively follow up on tickets to ensure full resolution and high CSAT
Order Processing (WooCommerce):
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Validate and process orders; resend license delivery emails; correct failed or bounced deliveries
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Conduct basic fraud screening and handle refunds or cancellations following SOPs
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Resolve checkout and account issues, including coupon errors or duplicate orders
Payments & Disputes:
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Prepare evidence and respond to PayPal and Stripe disputes using templates and order logs
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Record outcomes and suggest improvements to prevent future disputes
Issue Troubleshooting:
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Diagnose and resolve common problems such as activation errors or download issues
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Document unique cases and update internal SOPs or Help Center articles
Social & Reputation Management:
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Monitor and respond to social media messages, comments, and online reviews
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Escalate sensitive content and capture customer feedback or feature requests
Team Operations:
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Communicate effectively via Slack and hand over active cases at the end of shifts
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Maintain accurate records including dispute logs, ticket updates, and FAQ changes
Must-Have Qualifications
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Minimum 1 year of experience in e-commerce customer support or order operations
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Proficient with WooCommerce, Zendesk, and Slack
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Experience managing refunds, disputes, and payment issues (PayPal/Stripe)
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Excellent written English and fast, accurate typing
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Strong attention to detail and adherence to standard operating procedures
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Basic proficiency in spreadsheets (Google Sheets/Excel)
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Availability during UK business hours with occasional weekend coverage
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Awareness of data security and privacy practices (GDPR compliance)
Nice to Have
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Experience with digital goods or software licensing
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Familiarity with Trustpilot moderation or social inbox tools
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Exposure to analytics tools such as WooCommerce reports or Metorik
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Basic knowledge of Zapier automation or Help Center management
Success Metrics (KPIs)
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First Response Time and Full Resolution Time (email/chat)
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CSAT and reopened-ticket rate
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Order processing SLA compliance
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Dispute win rate and preventable dispute reduction
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SOP, macro, and FAQ accuracy and contribution
Tools Used Daily
WooCommerce, Zendesk (Support + Chat), Slack, Google Workspace (Docs/Sheets/Drive), PayPal, Stripe, and internal email delivery/license systems.
Compensation & Schedule
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Contract or employee arrangement depending on location
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Full-time (30–40 hours per week) covering UK business hours
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Rotating weekend and holiday schedule
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Competitive hourly rate with performance bonuses based on CSAT, SLA, and dispute results
Job Type: Temp to Perm
Contract Length: 3 months
Pay: £100.00–£200.00 per week
Benefits
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Work from home
Work Location
Remote (United Kingdom)
How to Apply:
If you’re interested in this role, visit the official website for more information — click here to apply now.
