Ecommerce Customer Service Rep — Shopify Experience Required

We're a US home decor ecommerce brand. We need one full-time person to own our customer conversations — live chat, phone, and email .

What you'll do

Answer live chat, calls, and email s for customers buying rugs and home decor
Work in Shopify daily: edit orders, change shipping addresses, issue refunds, process exchanges, look up fulfillment and tracking
Solve shipping, delivery, and damage issues start to finish
Coordinate with our warehouse and vendors when something goes sideways
Use our SOP library to find answers before asking — and flag when an SOP is missing or wrong
Take on small projects as you grow — we train, and we promote people who can think

Requirements

Ecommerce customer service experience — this is not an entry-level role
Hands-on Shopify admin experience. You should be able to edit an order, update an address, and issue a partial refund without being walked through it.
Excellent written and spoken English. Clear, warm, professional.
You're a problem solver. When the answer isn't obvious, you check the SOPs, look at the order history, and come back with a recommendation — not just a question.
Calm and pleasant with frustrated people. Not defensive, not combative, not "that's our policy."
You take feedback well and act on it
Reliable full-time availability during US business hours

Nice to have

Asana or similar project tracking
Any project coordination experience
We'll train you on our products, our SOPs, and our systems. What we can't train is judgment and attitude — bring those.

To apply, answer these three questions in your application (skip them and we skip you):

What Shopify tasks have you personally done in the admin? Be specific.
Tell me about a time a customer was wrong and upset. What did you actually say to them, and how did it end?
Customer email s: "Ordered 6 days ago, still not shipped. Cancel my order." You check: she ordered Friday, our processing time is 3-5 business days, and it shipped this morning with tracking. What do you do, and what exactly do you write back?