Job Description

Company Description\n\nAbout Nanobag\nNanobag creates ultralight, packable bags designed for everyday convenience. We are a fast-growing DTC brand serving customers across the US, EU, and beyond. Our mission is simple: “Make the most practical bags in the world”\n\nwww.nanobag.com\n\nRole Overview\nWe are looking for a Customer Support Specialist to deliver fast, thoughtful, and solution-oriented support across all customer touchpoints.

You’ll be the frontline of the brand, turning issues into positive experiences and helping maintain Nanobag’s high customer satisfaction standards.\n\nThis role is ideal for someone who is detail-oriented, empathetic, and thrives in a fast-paced e-commerce environment.\n\nKey Responsibilities:\nCustomer Communication:\nRespond to customer inquiries via email, chat, and social channels\nMaintain a friendly, clear, and brand-consistent tone\nHandle order questions, shipping updates, product inquiries, and returns\nProblem Solving:\nResolve issues such as:\nLost or delayed shipments\nIncorrect or damaged items\nMissing promotions or free gifts\nCoordinate replacements, refunds, and reshipments\nOrder & Logistics Support:\nWork with fulfillment partners and carriers (DHL, USPS, Royal Mail, etc.)\nTrack shipments and escalate delivery issues\nVerify customer details and update orders when needed\nProduct Knowledge:\nUnderstand Nanobag product lineup (Standard, XL, Sling, Pack, Daypack)\nConfidently explain differences, features, and use cases\nAssist customers in choosing the right product\nProcess Improvement:\nIdentify recurring issues and suggest improvements\nHelp refine support templates and workflows\nContribute to FAQ and help center updates\n\nRequirements\n\nMust-Have\n2+ years experience in customer support (e-commerce preferred)\nExcellent written English communication skills\nStrong attention to detail and organization\nAbility to handle high ticket volume efficiently\nProblem-solving mindset with a customer-first approach\nImmediate Joiners are preferred.\n\nHelp us deliver great customer experiences, send your CV.