Customer Support Agent (m/f) · Remote · Full-Time (B2B)
About Inspiration Commerce Group (ICG)
We’re a team of ~50 people who’ve done 6 acquisitions in 18 months and scaled from $0 to >$100M in revenue. We’re 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 — one focused on new-season pieces sourced directly from Italian boutiques, the other on pre-loved luxury goods — 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 — covering order status, returns, shipping, sizing, and everything in between — 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
About You
You have hands-on experience in a customer-facing support role — 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 — 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 — startups are a mix of both
What We Can Offer You
A starting salary in the €1200–€1,700 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 — 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
A Note on the Contract
This is a full-time B2B engagement — 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