About us

Velara is a company specialized in operating and expanding digital businesses in the fashion and lifestyle sector.

Through exclusive partnerships, we take full responsibility for the management and operation of each brand’s digital business, covering eCommerce, growth, technology, logistics and customer experience, combining a team with decades of industry experience with our own AI-powered technology to drive sustainable growth and profitability.

We currently run the European D2C operation of an international lifestyle brand, and we're launching a second brand in the accessories space this autumn.

The role

You'll be the voice of our brands for every customer who writes in. This is a hands-on, operational role: you'll handle the day-to-day ticket flow across markets, resolve order, shipping, returns and product questions, and make sure nobody is left waiting. You'll also be one of the first to spot what's breaking (recurring issues, unclear policies, friction in the checkout) and flag it to the teams that can fix it.

What you'll do





• Handle inbound customer conversations across email, chat and social in Italian, Spanish and English
• Resolve order, delivery, returns, refunds and product enquiries end to end, coordinating with logistics and operations when needed
• Own our support tooling day to day: Gorgias for ticketing and Konvo for conversational flows - including macros, tags, automations and keeping both tidy
• Keep response and resolution times within target without turning replies into copy-paste
• Turn recurring contact reasons into insight: report patterns, propose fixes, help improve help-centre content and automated flows
• Work closely with eCommerce, growth and operations so the customer view reaches the people making decisions

What we're looking for

• Previous experience in customer support for an eCommerce or D2C brand
• Italian, Spanish and English at C1 level or above - bilingual is adecuado. Written command matters most: you'll be wr

📌 eCommerce Customer Support Agent (Madrid)
🏢 Velara Brands
📍 Madrid