Customer Support Agent

Arc

Arc is a rapidly expanding luxury tech brand specialising in minimalist phone cases, most notably the Arc Pulse. Throughout 2026 we are extending the product family with new hero products built to the same standard: obsessive attention to craft, precision engineering, and design that disappears until you need it.

We are inventors, makers, and dreamers from across the world, united by craftsmanship and ambition. We learn from each other, take ownership, and ship work we are proud of. Every product that leaves our doors lands in the hands of someone who notices detail, and the way we answer them has to match.

Built for people who treat every reply like the product: built to last, signed by the maker.

You are the human voice of Arc. When a customer reaches out, you are the brand. You answer email, social DMs, Amazon messages, and reviews across email + chat + social + Amazon + reviews, working in Gorgias with MinimalAI as your assist layer. You resolve issues completely the first time, write replies that sound like Arc on the page, and protect the standard we have built. This is the first dedicated customer support hire, reporting directly to the CEO or Customer Support Lead. You will work the queue, learn every recurring issue, and leave behind macros, playbooks, and a tone of voice that the next hires will inherit.

Responsibilities

Every customer who contacts Arc leaves the conversation more loyal than when they started.

• Own the full customer conversation across Gorgias: email, Instagram and social DMs, Amazon Buyer Messages, and review responses on Trustpilot, Amazon, and the Arc storefront.

• Reply with care, accuracy, and brand voice. No copy paste templates dropped without context. Every message reads like Arc wrote it.

• Resolve order issues end to end: tracking, address changes, replacements, returns, refunds, damaged shipments, lost parcels, and warranty claims.

• Use MinimalAI as a draft and assist tool, not as a replacement for judgement. Review and improve AI drafts.

• Build and maintain the macro library, FAQ articles, and internal knowledge base. When the same question shows up three times, you make sure it never has to be answered manually a fourth.

• Spot patterns in the queue and feed them back to operations, product, and engineering. Defective batch? Shipping carrier failing in a region? Confusing product copy on the site? You are the first to see it and the one who flags it.

• Protect SLA targets on first response time and resolution time across all channels, including weekend coverage windows where required.

• Coordinate with the warehouse and 3PL partners on stock holds, expedited shipments, and exception handling.

• Manage chargebacks and PayPal disputes with the evidence and tone that wins them.

• Keep customer records, tags, and notes clean in Gorgias and Shopify so the team can trust the data.

• Handle escalations with composure. Hostile customer, public complaint, social callout: you de escalate, fix the underlying issue, and document what happened.

Why Join Us

Arc’s products are premium, the customer expects premium, and the response has to feel premium too. You will be expected to write the reply that turns a frustrated customer into someone who tells their friends. The brand voice, the macro library, and the way support feels at Arc for the next five years will be shaped by what you build in this seat.

What we offer

• Join a CS team at Arc, reporting directly to the CEO/CS Lead.

• Real influence over the support function: tone of voice, macro library, SLA targets, and the tools the next hires inherit.

• Direct line into operations, product, and engineering. When you flag a recurring issue, it gets fixed.

• Modern tooling: Gorgias as the helpdesk, MinimalAI as the assist layer, Shopify and the full Arc product catalogue as your context.

• Free Arc products. You answer better when you know the product in your hands.

Compensation and Benefits

• Rate: €10 gross per hour, paid against monthly invoice.

• Employment type: freelance contractor (B2B).

• Hours: full time, 40 hours per week.

• Location: remote, anywhere within European time zones.

• Equipment: you provide your own laptop and reliable internet. We provide Gorgias, MinimalAI, Shopify, Gemini, and all required tool access.

• Products: free Arc products

• Visa sponsorship: not available. You must already have the right to work and invoice as a contractor from your country of residence.

• Start date: as soon as possible.

Essential Expertise

• 2+ years in customer support, ideally for a DTC ecommerce, consumer hardware, or premium lifestyle brand.

• Hands on experience with a modern helpdesk: Gorgias, Zendesk, Front, or similar. Comfortable with macros, tags, automations, and reporting.

• Native level written English. Clean grammar, sharp tone control, and the ability to write a reply that sounds human under pressure.

• Detail obsessive. You catch the order number that does not match, the address with the missing line, the SKU that was discontinued last month.

• Well organised and self directed. You manage your own queue without supervision, and you do not let tickets age.

• Industrious and consistent. A full 40 hour queue does not faze you, and quiet days are spent improving the macro library, not waiting.

• Friendly under pressure. Hostile customers, public complaints, and complicated escalations do not change your tone.

• Comfortable with Shopify, basic order management, and reading shipping carrier tracking detail.

• Reliable EU time zone overlap, Monday to Friday core hours, with willingness to cover occasional weekend windows.

• Working setup that supports a professional remote role: quiet environment, stable internet, second monitor preferred.

Optional

• Direct experience with Gorgias and any AI assist layer (MinimalAI, Siena, Ada, or similar).

• Experience handling Amazon Buyer Messages, A to Z claims, and Amazon review responses.

• Experience writing macros, building FAQ articles, or owning a knowledge base.

• A real interest in design, premium products, or the Apple ecosystem.