E-Commerce Shopify Customer Service Specialist

Salary Range: $3 USD per hour, depending on experience

Work Schedule: Full-time | Remote | around 36 hours per week, including night shift availability (at least 4 hours of daily overlap with CEST/Amsterdam)

Experience Required: At least 1 year in eCommerce Customer Service / Order Support

About the Role

We are an international eCommerce company operating multiple Shopify-based stores. We are looking for a highly organized and empathetic Customer Service Specialist who will take full ownership of our daily support tickets, handling roughly 150–200 tickets per day and turn every customer interaction into a positive experience.

The ideal candidate will have a proven track record of resolving order, refund, and dispute issues quickly, and providing data-driven insights to improve response times and store health metrics.

Key Responsibilities

• Handle customer support across email and chat, replying to roughly 150–200 tickets per day.
• Answer questions about orders, shipping, returns, and products quickly and accurately.
• Process refunds, replacements, and cancellations, and keep tracking information up to date.
• Collaborate with the Dispute & Chargeback and Operations teams to de-escalate frustrated customers and help prevent disputes.
• Maintain and update Re:amaze macros, tags, and SOPs so the whole team stays consistent.
• Identify recurring issues (products, suppliers, shipping) and propose improvements to reduce complaints.
• Maintain consistent follow-ups with customers on open cases.
• Ensure all replies meet each brand's tone and documentation requirements.
• Monitor KPIs such as response time, resolution time, and customer satisfaction (CSAT).

Qualifications

• Minimum 1 year of experience in customer service, preferably for dropshipping or eCommerce stores.
• Strong understanding of Shopify, Re:amaze (or a similar helpdesk), Notion, Slack, and Google Sheets.
• Proven track record of handling high ticket volume without dropping quality.
• Excellent written communication and reporting skills (Google Sheets / Excel proficiency required).
• Exceptional attention to detail, empathy, and problem-solving skills.
• Fluent written and spoken English (written and verbal).
• Reliable internet connection and ability to work at least 4 hours of daily overlap with CEST (Amsterdam).
• Willingness to work night shifts when scheduled.
• Must be organized, proactive, and metrics-driven.

Preferred Skills

• Experience working with multiple Shopify dropshipping stores.
• Familiarity with dropshipping operations, refund policies, and logistics issues.
• Basic understanding of disputes and chargebacks, and how strong CS helps prevent them.
• Comfort writing clear, on-brand replies that match each store's tone.

What We Offer

• $3 USD per hour, depending on experience.
• Around 36 hours per week, long-term and stable, including night shift schedules.
• Salary reviews every 6 months and clear room to grow.
• Work closely with the founder and a small, ambitious team.
• A supportive international team, regular feedback, and paid training with clear SOPs.

How to Apply

Please send the following:

• Who you are, in 2–3 sentences, and your most relevant customer service experience.
• One example of a difficult ticket or customer you handled well, and how.
• Subject line: "Application – Customer Service Specialist (Your Name)"