German E-Mail Customer Support (Shopify) D2C skincare eCommerce | 10 hours/week | Long-term

SkinGlowUp is a German D2C brand in the field of skincare & home beauty

Our focus

microneedling and anti-aging products for women 40+ who want to achieve visible results at home.

Our customers expect professional, warm and reliable support.

That's why we are looking for long-term support in customer service via email – with clear processes, friendly tone and high reliability.

Working hours will initially be around 10 hours per week; in the future, more hours are possible. With good collaboration, regular pay adjustments are possible. Regular & punctual payments and respectfull communication with our workforce and customers are core values of SkinGlowUp.

Scope of work & hours

Start

as soon as possible

Scope

approx. 10 hours per week, depending on order volume

You should check the inbox regulary (Mon–Fri),

Long-term collaboration (6–12+ months) strongly desired

Your role

You are the first point of contact for our customers via email

You work based on

• clear guidelines & processes (returns, DHL, complaints, etc.)
• existing text modules & examples
• support from AI tools (e.g. ChatGPT), so you can respond efficiently and consistently.

This is a long-term, remote part-time role (approx. 10 hours per week).

Your tasks

Answering customer emails in flawless, natural German

Handling typical inquiries, e

g

• Questions about products, application, frequency, combinations
• Order and shipping status (DHL tracking, delivery delays)
• "DHL shows delivered, but nothing has arrived"
• Returns / withdrawals according to clearly defined hygiene rules
• Complaints about defects (incl. requesting photos/videos)
• Dissatisfaction ("no effect so far"): friendly, educational, motivating
• Allergy / intolerance cases according to fixed goodwill rules
• Working with our guidelines & standard answers
• Using ChatGPT/AI to create draft replies – you review, adapt and only send what is correct in content and language
• Maintaining a simple log (e.g.

Google Sheet)

date, customer, concern, product, short summary, status

In the future (not required at the beginning)

Optional handling of a few, well-planned phone or call-back appointments if you enjoy phone contact (no call center, but individual, well-prepared conversations).

What you bring / experiences

Very good written German (C1+ level)

Your replies should read to our customers as if they were written by a German native speaker.

Confident, friendly and professional wording using the informal "du" or formal "Sie" form of address

Experience in customer service, as a virtual assistant or in e-commerce support

Ideally experience with

• Shopify (view orders, check addresses, issue refunds, create manual orders)
• Shipping providers (e.g. DHL tracking)
• Confident use of PC, browser, email tools

You are

• reliable & punctual (inbox is reliably cleared)
• structured and enjoy working with clear processes
• empathetic, but also able to set friendly boundaries
• self-reliant and report problems early

Nice to have (not required)

• Good English skills (potentially for international customers)
• Experience with beauty, skincare or health products
• Experience with AI tools (e.g. ChatGPT) in everyday work
• Experience with helpdesk tools

How we work together

You will receive from us

• a written guideline document (policies, return rules, tone of voice)
• real example replies from previous cases
• a prepared ChatGPT account that you can use to create reply drafts

We start with

• a short test task (see below)
• a paid test phase (e.g. 1–2 weeks) where we jointly see if it's a good fit for both sides
• Communication mainly via Upwork and Slack.

Your application

Please apply in German and briefly answer the following points:

Who are you, and what experience do you have in customer service / e-commerce?

How do you assess your written German (e.g. "C1+", "near-native")?

What experience do you have with Shopify or similar shop systems?

Have you already used ChatGPT / AI tools in your daily work? If yes, how?

How many hours per week can you reliably dedicate to SkinGlowUp, and over what period (in months)?

What is your hourly rate for a long-term collaboration?

Small test task (mandatory)

Please answer the following message as you would for a real customer.

Style

friendly, professional, clear, solution-oriented, using "du".

"Good day,

according to DHL my parcel was delivered yesterday, but I haven't received anything. What can I do now?

Best regards

Claudia M."

Write your reply below in your application.

Optional (bonus)

If you like, you can also include a link to a short voice sample (e.g. Vocaroo, Loom, etc.) where you introduce yourself in 30–60 seconds.

This is not mandatory, but a plus – especially if we later build a small phone / call-back service together.

If you can imagine supporting our customers in a friendly, structured and long-term way, we look forward to your application.

Contract duration of more than 6 months. with 30 hours per week.

Languages

German.

Mandatory skills

Shopify, Customer Service, Email Communication, German, Ecommerce Support