Customer Support Agent · Â
Weâre a team of ~50 people whoâve done 6 acquisitions in 18 months and scaled from $0 to >$100M in revenue. Weâre a global group with businesses across the US, UK, and EU. We buy and build companies that help people find and buy the products they love. Our portfolio includes leading fashion marketplaces like Italist, HEWI and Verishop, affiliate marketing platforms like Stylight and MyBestBrands, B2B technology solutions like Bonsai, and niche Marketplaces in the Creator and Construction spaces like Everpress and DOZR.
About This Role
Italist and HEWI are two luxury fashion marketplaces â one focused on new-season pieces sourced directly from Italian boutiques, the other on pre-loved luxury goods â and together they serve shoppers across the globe. As a Customer Support Agent, you'll be the first point of contact for our customers: answering questions, resolving issues, and making sure every interaction leaves them feeling heard and taken care of.
This is a fully remote role. You'll work closely with a small, tight-knit CS team and be expected to bring professionalism, empathy, and a real sense of ownership to every ticket you touch.
What You'll Do
- Handle inbound customer inquiries across email and chat through Gorgias, our customer support platform â covering order status, returns, shipping, sizing, and everything in between â for either Italist or HEWI
- Resolve issues efficiently and thoroughly, escalating to the team lead when a situation calls for it
- Navigate Shopify and our customs admin to look up orders, track shipments, and assist with post-purchase queries across both stores
- Maintain accurate records and follow established SOPs, while flagging anything that seems broken or improvable
- Represent two luxury brands with warmth and professionalism in every customer interaction
- Collaborate with teammates across time zones to ensure consistent coverage and quality
- You have hands-on experience in a customer-facing support role â e-commerce or fashion experience is a plus
- You're calm under pressure, empathetic with frustrated customers, and quick to find solutions
- Ownership Mentality: You don't wait to be told what to do. If a ticket needs solving, you solve it â and if something keeps going wrong, you flag it rather than work around it quietly
- You're comfortable working independently in a remote environment with minimal hand-holding
- Experience with Gorgias or similar helpdesk tools (Zendesk, Freshdesk) is a meaningful advantage; familiarity with Shopify is a plus
- You're fluent in English; additional languages (Italian, French, German, Arabic, Japanise) are a genuine advantage given our customer base
- You're okay with some structure and some ambiguity â startups are a mix of both
- A starting salary in the â¬1200ââ¬1,600 range (gross) per month for 40h work week + 20 days of vacation per year (compensation range varies based on candidates experience and performance during interviews)
- A fully remote, flexible work environment â we hire adults and treat them like adults
- Real exposure to luxury e-commerce operations across two global brands
- A small team where your work is visible, your feedback is heard, and there's room to grow
This is a full-time B2B engagement â meaning we'll work with you as an independent contractor rather than a direct employee. We operate this way because ICG does not currently have a legal entity in Croatia. All compensation is quoted and paid gross; you'll be responsible for your own tax and social contributions on your end. If you're already set up as a sole proprietor (e.g. pauÅ¡alni obrt or d.o.o.) or open to setting one up, this arrangement is straightforward. We're happy to walk you through how it works during the process.
What We Can't Offer You
- A formal employment contract. This is a B2B engagement â see above.
- Perfect work/life balance all the time. Startups move fast, and customer needs don't follow a 9-to-5 schedule. We'll work together to keep things reasonable, but flexibility goes both ways (we do not expect employees to work more then 8h a day)
- A large support infrastructure to hide behind. You'll need to think on your feet and adapt quickly.
- Application â We'll review within 72 hours and follow up either way
- Intro Call â A short conversation with Jurica or another team member to get to know each other (30 min, Google Meet).
- Skills Assessment â A brief, practical exercise to see how you handle a realistic support scenario.
- Final Interview â A deeper conversation with Karlo, including time for your questions.
- Offer â The fun part.
Please mention the word **ENJOYING** and tag RMTQyLjQ0LjIxNS45OQ== when applying to show you read the job post completely (#RMTQyLjQ0LjIxNS45OQ==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.
Skills
- design
- designer
- part time
- digital nomad
- dev
- sys admin
- technical
- javascript
- cloud
- css
- html
- junior
- engineer
- python
- front end
- django
- testing
- web dev
- quality assurance
- java
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