> Markdown version of [/jobs/ext/3031258-ecommerce-customer-support-agent-it-es-en](https://www.wearedevelopers.com/jobs/ext/3031258-ecommerce-customer-support-agent-it-es-en). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # eCommerce Customer Support Agent (IT / ES / EN) - **Company:** Velara Brands - **Location:** Madrid, Spain (Remote available) - **Salary:** €24,000.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Shopify, Klaviyo Email and SMS Marketing, Virtual Agents - **Published:** September 23, 2026 - **Apply:** https://www.recruit.net/job/ecommerce-customer-support-agent-es-jobs/8CF6C1013EEAE7AF ## About the Role * Previous experience in customer support for an eCommerce or D2C brand * Italian, Spanish and English at C1 level or above - bilingual is ideal. Written command matters most: you'll be writing in all three every day * Hands-on experience with Gorgias; experience with Konvo is a strong plus * Genuinely customer-minded: you care how the answer lands, not just that the ticket closed * Autonomous and organised - comfortable prioritising your own queue in a small, fast-moving team * Comfortable with AI tools as part of how you work. We're AI-native by default, and support is one of the areas where it changes the job the most Nice to have * Shopify, Klaviyo or similar stack * Familiarity with automated returns platforms (Reveni or similar) - our returns run through one, so knowing how the flow works from the inside is a plus * Experience in fashion, lifestyle or accessories * Some experience shaping support processes from scratch, not just executing them ## Description You'll be the voice of our brands for every customer who writes in. This is a hands-on, operational role: you'll handle the day-to-day ticket flow across markets, resolve order, shipping, returns and product questions, and make sure nobody is left waiting. You'll also be one of the first to spot what's breaking (recurring issues, unclear policies, friction in the checkout) and flag it to the teams that can fix it., * Handle inbound customer conversations across email, chat and social in Italian, Spanish and English * Resolve order, delivery, returns, refunds and product enquiries end to end, coordinating with logistics and operations when needed * Own our support tooling day to day: Gorgias for ticketing and Konvo for conversational flows - including macros, tags, automations and keeping both tidy * Keep response and resolution times within target without turning replies into copy-paste * Turn recurring contact reasons into insight: report patterns, propose fixes, help improve help-centre content and automated flows * Work closely with eCommerce, growth and operations so the customer view reaches the people making decisions, * Independent contractor (part-time). You invoice us monthly and are responsible for your own taxes and social contributions in your country of residence * Open to candidates based in the EU * We're looking for someone who can commit a consistent share of their week rather than a full-time hire * Compensation equivalent to €24,000/year full-time, pro-rated to the share of time you dedicate to us. Paid in EUR * Fully remote, but you should be available to travel for team meetups on a monthly or quarterly basis What we offer * A remote-first culture built around written communication and autonomy, not calls and presence * A company in growth: new brands, new markets and more volume coming, with room to grow with it * Multi-brand exposure - you work across a portfolio, not a single catalogue * An AI-native operation: we build our own tools and automate the repetitive parts, so your time goes into the conversations that actually need a person * A small team where your input on process and tooling gets implemented, not filed * Colleagues who have scaled digital brands before, so you learn from people who've done the job Solicitar ahora Guardar trabajo Automatically Get Matched to Customer Support Jobs Let our AI agent search and match you to the best jobs from across the web Try it now ## Related Videos - [WeAreDevelopers LIVE - Markdown, Liquid and Checkouts](https://www.wearedevelopers.com/videos/1814-wearedevelopers-live-markdown-liquid-and-checkouts) - [Rethinking Customer Experience in the Age of AI](https://www.wearedevelopers.com/videos/1692-rethinking-customer-experience-in-the-age-of-ai) - [Edit Your Future: Queerverse Radical AI](https://www.wearedevelopers.com/videos/909-edit-your-future-queerverse-radical-ai) - [Guiding Agentic AI with Vue](https://www.wearedevelopers.com/videos/2033-guiding-agentic-ai-with-vue) - [Angstfreude - AI and Corporate Culture - The Thrill and the Threat](https://www.wearedevelopers.com/videos/100354-angstfreude-ai-and-corporate-culture-the-thrill-and-the-threat) - [Intelligence Everywhere: The Future of Consumer Tech](https://www.wearedevelopers.com/videos/1702-intelligence-everywhere-the-future-of-consumer-tech) ## Related Articles - [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette) - [E-Commerce in the Agentic Age: When "Buy" Becomes a Function Call](https://www.wearedevelopers.com/magazine/750-e-commerce-in-the-agentic-age-when-buy-becomes-a-function-call) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Biggest German Tech Companies](https://www.wearedevelopers.com/magazine/424-the-biggest-german-tech-companies) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers)