Key Facts

Remote From:

Full time

Mid-level (2-5 years)

Spanish, English

Hard Skills

Order Management Cross-Functional Collaboration Process Improvement Issue Tracking Data Integrity Customer Complaint Resolution Social Media Management Customer Data Management Messaging Strategy Zendesk Product Knowledge Organizational Structure

Other Skills

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Customer Service
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Digital Literacy
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Strategic Thinking
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Positivity
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Calmness Under Pressure
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Communication
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Teamwork
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Patience
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Self-Confidence
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Detail Oriented
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Reliability
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Empathy
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Growth Mindedness

Roles & Responsibilities

2-3 years of experience in e-commerce customer service (fashion industry experience is a major plus; retail-only experience not considered)
Based in LATAM (mandatory)
Bilingual fluency in English and Spanish (written and spoken); proficiency in other languages is a plus
Digital native with proven experience using ticketing systems (Gorgias, Zendesk, or similar) and a proactive ownership mindset

Requirements:

Exemplary Support: Maintain a positive, empathetic, and professional tone in every interaction across all channels
Agile Response: Address customer inquiries with speed and precision, ensuring no one is left waiting
Omnichannel Mastery: Engage with our community across various platforms, including social media, for a seamless brand experience
Product Ambassadorship: Become a product expert to provide confident, insightful advice to our customers

ALOHAS

About ALOHAS

The ALOHAS way is about bringing sustainable production and responsible shopping to the forefront of the fashion industry. With our on-demand model, we hold off on production until shoppers have told us what they really want. This way, we minimize overproduction in fashion together. The history: The brand was founded in 2015 in Honolulu, Hawaii by current CEO, Alejandro Porras. He was inspired by seeing locals react to his Avarcas, a popular type of sandal from Menorca, Spain, known for their simplicity and ease of use. He decided to talk business in Hawaii and began expanding not only his product offering but also his business sights. Back to basics and looking to put a spin on the traditional Espadrille, our creative team works from our headquarters in Barcelona to design finely crafted shoes for rain or shine seasons, all produced by trusted artisans in nearby production facilities. The brand has already strategically positioned itself in Moda Operandi, La Rinascente, Zalando, Revolve, The Iconic and El Corte Inglés, thus covering some of the largest and most exclusive online points of sale across different continents. ALOHAS is well known for many of its IG collaborations and registered a 1.1 million turnover in 2018 (without investors). This was driven by its ongoing investments into logistics infrastructure and product diversification together with an ever growing online presence. Life at ALOHAS is dreamy while still demanding. It is a place where we take pride in learning from one another. We love what we do. We also make mistakes, and that helps us improve day after day.

Founded: 2018

Company size: 51 - 200

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Job description

ALOHAS is more than a fashion brand: it’s a responsible shopping experience and a chance to participate in the fight against overproduction in fashion.

Working at ALOHAS is being part of the innovation and growth of a Spanish start-up with a young, creative and proactive team, where innovation, collaboration, and high energy drive our success. It’s demanding but extremely rewarding due to an environment where we take pride in learning from one another and strive to make sustainability a way of life beyond the workplace.

In a nutshell, we love what we do and it shows! 😀

THE ROLE

We are looking for a Customer Service Representative based in LATAM to join ALOHAS in a 100% remote capacity. In this role, you will be the voice of our brand, delivering an exceptional experience across multiple touchpoints. Your goal is simple but vital: enhance customer satisfaction, build long-term engagement, and drive growth through world-class service.

YOUR CHALLENGE

Exemplary Support: Maintain a positive, empathetic, and professional tone in every interaction.
Agile Response: Address customer inquiries with speed and precision, ensuring no one is left waiting.
Omnichannel Mastery: Engage with our community across various platforms, including social media, for a seamless brand experience.
Strategic Problem Solving: Resolve complaints with a solution-oriented mindset, turning challenges into opportunities for loyalty.
Product Ambassadorship: Become a product expert to provide confident, insightful advice to our customers.
Operational Excellence: Manage orders, forms, and requests with high accuracy and attention to detail.
Data Integrity: Maintain meticulous records of customer interactions and feedback to help us improve.
Cross-functional Collaboration: Partner with the wider team to ensure operational fluidity and a unified brand voice.
Process Innovation: Proactively identify and suggest improvements to our customer service workflows.

YOU WILL ROCK IN THIS ROLE IF YOU

Have 2–3 years of experience in E-Commerce Customer Service (fashion industry experience is a major plus). Note: Retail-only experience will not be considered.
Are based in LATAM (Mandatory).
Bring patience, empathy, and positivity, even during peak seasons.
Are proactive and energetic, taking full ownership of your tasks and pushing yourself and the team to achieve common goals.
Communicate with warmth and confidence, building trust instantly.
Are highly organized and reliable under pressure.
View feedback as a gift and are constantly looking for ways to grow.
Possess bilingual fluency in English and Spanish (written and spoken). Proficiency in other languages is a significant advantage.
Are a digital native. Proven track record of continued work with ticketing systems (Gorgias, Zendesk, or similar) is mandatory.

THE LOGISTICS (WORKING HOURS)

We are looking for someone fully committed to this specific shift (40h/week):

Monday to Wednesday: 13:00 – 22:00 (CET/CEST).
Thursday & Friday: OFF.
Saturday & Sunday: 10:00 – 19:00 (CET/CEST).
Location: 100% Remote (LATAM-based).

BENEFITS

Culture of freedom, responsibility, and trust. ✨
Remote-First: Work from wherever you are most inspired and productive. 🌍
Exclusive Access: Significant discounts on ALOHAS products for you (and your friends!). 💯
Discounts: Our team has special discounts 💯 and we do not forget their friends either!
International environment: Join a multicultural team and learn the cutting edge of E-commerce. 🧠
Growth Mindset: A continuous feedback culture designed to help you reach your full potential. 💪