Role Overview
Join a forward-thinking support team as an E-commerce Customer Support Specialist, where your primary focus will be delivering clear, accurate, and compassionate assistance to online shoppers. You'll play a key role in guiding customers through pre- and post-purchase experiences, resolving concerns related to orders, payments, shipping, and returns.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via email and live chat
- Investigate and resolve issues involving order status, product details, payment processing, returns, and exchanges
- Keep support tickets updated with accurate notes and resolution details
- Work closely with fulfillment and operations teams to track and correct service gaps
- Follow support protocols to maintain consistency and quality across all interactions
- Identify recurring customer concerns and suggest improvements to policies or workflows
What You Bring
- Proven experience in customer support within e-commerce or digital retail environments
- Excellent written communication skills with a focus on clarity and empathy
- Demonstrated ability to thrive in a remote work setting, with fluency in tools like Slack, Zoom, Google Workspace, and Asana
- Experience supporting customers in the US or UK markets
- Skill in managing multiple open cases while maintaining attention to detail
- A proactive, service-oriented mindset focused on long-term customer satisfaction
Nice-to-Have Experience
- Supporting international customers across time zones
- Using CRM or helpdesk platforms such as Zendesk, Gorgias, or Freshdesk
- Contributing to self-service resources like help centers or FAQs
Technology Used
Shopify, Zendesk, Gorgias, Freshdesk, Slack, Zoom, Google Workspace, Asana
Work Environment
This is a fully remote role requiring availability during US time zones (EST through PST). You must have a reliable internet connection and prior experience working independently in distributed teams.
Compensation & Benefits
Competitive pay is offered based on experience. This role connects skilled professionals with high-growth opportunities that support career advancement and long-term development.
