Sales and Customer Support Rep - US E-commerce

ABOUT THE ROLE

We are a growing US based online store selling premium, high-ticket bathroom fixtures. Most of our products cost hundreds to several thousand dollars each.

This is not a high-volume, call center script job. We are a high-ticket business, and we win on the quality of our care, not on speed or numbers. You will not be rushing through dozens of tickets an hour. Instead you will give each customer real attention, become their trusted advisor on a big purchase, and see the direct impact of your work every single day. You will also learn ecommerce up close, the way it actually runs behind the scenes, from how orders move through Shopify to how we work with suppliers, price products and win the sale.

WHAT YOU WILL DO

• Answer presales questions by email , live chat and phone (patient, warm, professional English)
• Help customers choose the right product and confirm it will fit their bathroom (we will train you on the fitment process)
• Answer technical product questions using manufacturer spec sheets and installation manuals (never guessing)
• Process and manage orders in Shopify: check availability, place orders with our suppliers, send tracking, and keep the customer updated
• Coordinate with our distributors and shipping carriers, and handle any delays, returns or freight or damage claims
• Follow up on abandoned checkouts and quotes every day (these are our warmest leads)
• Call recently delivered customers to check in and ask for a review
• Manage conversations and follow ups inside our CRM, GoHighLevel
• Keep our order tracker and notes accurate and up to date

WHO WE ARE LOOKING FOR

• Excellent written AND spoken English. This is essential. You will be speaking and writing to US customers every day, and your English needs to sound natural, warm and clear.
• Someone who takes pride in doing customer care properly, not quickly. On a high-ticket purchase, one customer looked after brilliantly is worth far more than ten rushed. If you are happiest giving people real attention and getting it right, you will thrive here.
• At least 2 years of experience in customer service or sales (ecommerce experience strongly preferred)
• Comfortable on the phone with US customers, not just email and chat
• Organized and reliable. You follow up without being reminded and you never let a customer wait.
• Able to read a spec sheet or manual and explain it simply to a non technical customer
• Honest and calm under pressure, especially with a frustrated customer
• A fast, reliable internet connection and a quiet place to take calls
• Available to work US business hours (Eastern Time)

NICE TO HAVE (NOT REQUIRED)

• Experience with Shopify
• Experience with GoHighLevel (or any CRM)
• Experience selling or supporting higher priced products
• Any background in home improvement, plumbing, or bathroom or kitchen fixtures

TOOLS YOU WILL USE

• Shopify (orders, customers, fulfillment)
• GoHighLevel (our CRM for calls, messaging and follow ups)
• Google Workspace: Gmail, Google Meet, Google Docs and Sheets
• Supplier portals (we will train you)

WHY YOU WILL LOVE WORKING WITH US

• Paid on time, every time, in USD, plus sales commission, so the better you take care of customers, the more you earn.
• Work directly with the owner, not through layers of management. Your ideas get heard and used.
• Full training on our products, tools and process. You will never be thrown in the deep end.
• Learn premium ecommerce from the inside: Shopify, a real US brand, and high ticket sales.
• A stable, long term role. We are growing, and we want you to grow with us.

HOURS AND PAY

• Full time, Monday to Friday, 9am to 6pm US Eastern Time
• Salary: 500 USD per month plus sales commission. We pay on time, every time, and reward good work with raises.
• Long term role with room to grow as the business grows

HOW TO APPLY (PLEASE READ CAREFULLY)

We read every application, and we can tell who actually read this post. Please follow these steps exactly. Applications that skip a step will not be considered.

1. Start your message with the word FLUSH so we know you read the full post.

2. Answer these questions in your message:

• How many years of experience do you have in customer service or sales? Please tell us what type (email , chat, phone, ecommerce, etc.).
• Have you used Shopify and GoHighLevel before? If yes, briefly describe how.

3. Answer this short sample question so we can see how you would talk to a customer:
"A customer email s and asks: Will this bidet toilet seat fit my toilet? How would you reply to them?"
Write your reply exactly as you would send it to the customer.

4. Record a short voice message (1 to 2 minutes) introducing yourself in English, so we can hear how you speak. You can use ---------- (free, no signup) and paste the link, or send a Loom. Tell us your name, your experience, and why you would be great in this role.

5. Attach your CV or resume. This is required.

6. Include your email address. If we move forward, we will invite you to a short interview on Google Meet, so please give the email you use for Google Meet.

Thank you for taking the time to apply properly. We are excited to meet you.