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Customer Support (freelance)

Join the Lofi Girl adventure ✨

Since 2017, Lofi Girl has become much more than a YouTube channel: it’s a cultural icon and the global reference for lofi hip-hop. With 24/7 playlists listened to by millions, the Lofi Girl universe has become a companion for focus and relaxation for an entire generation.

● Contract: Freelance

● Languages: Fluent French & English required

● Location: EUROPE (full remote)

Why join us?

• 🎶 Contribute to a culturally renowned global project
• 🌍 Work in a creative, international environment

• ✨ Help shape the future of Lofi Girl

• 💡 Be part of a passionate team where every idea counts

🎯 Mission

Turn Customer Support into a driver of retention and revenue by orchestrating customer relations (email, chat, social), the community’s voice, and the CRM/email stack. Implement scalable processes, useful AI, and flawless data & legal governance (GDPR/T&Cs).

🚀 Key Responsibilities

1. Customer Support & Process (40%)

• Run the helpdesk : queues, macros, prioritisation, tags.

• Build and maintain a Knowledge Base/FAQ (customer + internal), kept up to date (products, sizing, lead times, customs, returns).

• Design a clear returns/RMA flow (forms, timelines, return reasons, store credits/refunds) and reduce contact rate.

• Quality & compliance: monitor Terms &Conditions, warranties, return/exchange policies, legal notices, GDPR compliance.

• Analytics & continuous improvement: weekly ticket reviews (Pareto, root causes), action plans to reduce volume and resolution time.

2. AI, Automation & Tools (15%)

• Deploy an AI agent trained with clean human handoff and safeguards (Lofi Girl tone).

• Automate categorisation/sentiment/intent (auto-tags), simple replies, fraud/abuse detection.

• Integrate helpdesk ↔ Shopify/ERP/3PL (order status, returns, exchanges) + parcel tracking (AfterShip/17Track as needed).

3. Community Care & Social Replies (20%)

• Be the Lofi Girl voice in comments/DMs (IG, X, TikTok, YT…): fast, kind, helpful replies.

• Build retention rituals (customer surprises, backer codes, “we see you” moments, UGC shoutouts).

• Feed Product/Art Direction/Merch teams with community insights (VoC) → prioritised backlog.

4. Email/CRM & Lifecycle Marketing (25%)

• Write ALL customer emails (transactional and marketing) in the Lofi Girl voice.

• Build the CRM strategy: segmentation (RFM, interests), automated flows (welcome, post-purchase, winback, birthdays, back-in-stock), A/B tests.

• Deliverability governance: SPF/DKIM/DMARC, warming, list hygiene, unsub & preferences, Consent Mode v2 for tracking.

5. 30/60/90-Day Deliverables

• 30 d: Full audit (Support, T&Cs, FAQ, emails, deliverability), action plan & SLAs, quarterly CRM calendar.

• 60 d: Automation flows live, KPI dashboard.

• 90 d: AI agent v1 (FAQ/transactional), social replies playbook, optimized returns policy, 6-month roadmap.

🧠Requirements

• 3–5 years in e-commerce Customer Care/CRM (ideally DTC, lifestyle, music/licensing).

• Scaled helpdesk + automation deployments; production conversational AI experience is a strong plus.

• Mastery of email (Brevo/Klaviyo/Mailchimp), segmentation & flows, deliverability, creative copy.

• Solid legal literacy (GDPR, T&Cs, warranties, right of withdrawal) and data (Consent Mode v2, UTM, GA4).

• Flawless FR/EN, consistent editorial tone, attention to detail.

🔧Tools (ideally proficient)

Shopify, Gorgias/Zendesk/Intercom, Brevo/Klaviyo, Notion/Confluence, Discord, Monday, AfterShip.