Customer Service Agent – Remote, Performance‑Based

About the role

Backbone Customer Service is looking for a high‑performance Customer Service Agent to provide top‑notch support for eCommerce brands and dropshipping stores on Shopify. This fully remote position offers a fast‑paced environment where accountability and results matter.

Key responsibilities

• Handle customer tickets professionally and efficiently.
• Resolve issues directly rather than escalating them.
• Communicate clearly and consistently with customers and internal teams.
• Work within a virtual office, staying active during designated working hours.
• Meet and exceed KPIs, continuously improving performance.

Required profile

• Strong experience in customer service.
• A‑player mindset with a focus on ownership and proactive problem‑solving.
• Reliable, coachable, and able to work independently.
• Clear written communication skills.
• Serious attitude toward performance targets and personal growth.

Required skills

• Shopify

What we offer

• Base salary €5/hour during a 3‑month training period, then €6/hour.
• Performance bonus up to 20% of monthly earnings based on ticket volume and SLA compliance.
• Signing bonus of €100 and referral bonus of €150.
• Unlimited leave days (must be requested and approved two months in advance).
• 100% remote work with occasional team meetings in Albania.