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About the job
Suspicious ships worldwide and keeps opening stores in new countries. For a lot of customers, customer service is the only person from the brand they ever speak to, and that conversation usually decides whether they order again. ;)
You run it: the inbox, the returns and exchanges, and the daily line to our warehouse and our stores. Half the job is answering people fast and well. The other half is spotting what keeps going wrong and getting it fixed at the source, so the same question stops coming back.
What you'll be doing
Be the day-to-day contact for our customers worldwide
Handle questions, order issues and complaints quickly and on-brand
Update our customers on recent developments & changes regarding their orders
Own our returns and exchanges platform end to end
Be the main contact of our warehouse to ensure smooth processing of all orders
Be the go-to for our stores, a growing number of them across countries, so the experience is the same online and on the floor
Spot patterns in what comes in, flag the recurring problems and bring concrete fixes to the operations team
Document and share what works, so the whole team answers at the same level
You will be working with following tools daily: Gorgias, Shopify and Microsoft Excel.
What you bring
A bachelor’s degree in communication or similar
Strong writing and speaking skills, because you'll be communicating a LOT
Fluent in Dutch and English, extra languages are a plus
A solver's reflex: no issue left unseen, everything handled on time
Seriously organized, you can juggle ten things at once and still know what matters first
Comfortable in Excel, you can work a sheet without anyone holding your hand
AI-savvy, you know how to use tools like ChatGPT in your daily work and keep looking for ways to work faster and sharper with them
Hands-on and energized by a start-up environment where things shift fast
A feel for the Suspicious Antwerp brand and the streetwear world it lives in
You’re based in Belgium
Nice to have, no dealbreaker ;)
Experience with Gorgias or a comparable helpdesk tool
Hands-on with Shopify
Experience supporting retail stores next to an online channel
French or another extra language
Experience with reviews, loyalty or other retention touchpoints
