Customer Support (Shopify VA / Email Manager)

Part-Time Customer Support Specialist
Type: Part-Time · Location: Remote (work from anywhere) · Schedule: Flexible
Hours: ~4 hours/day to start, with room to grow as the role expands

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About the Role
We're a growing e-commerce brand running an active subscription program, and we're looking for a reliable, friendly, and organized Customer Support Specialist to be the front line for our customers. You'll handle day-to-day support — refunds, returns, shipping questions, subscription changes, and general concerns — with a calm, helpful, and professional tone.

This is a part-time position that's a great fit for someone who's independent, dependable, and genuinely good with people. Hours start at around 4 hours per day and can increase over time as the role and workload grow.

What You'll Do
Respond to customer inquiries across email (via our helpdesk), live chat, and social/DMs in a timely, friendly, and professional manner
Provide shipping updates — track orders, answer "where's my order?" questions, and proactively notify customers of delays
Reduce churn with light retention — before processing a cancellation, offer relevant alternatives (pause, skip a cycle, discount, or plan swap) when appropriate
Address concerns and complaints with empathy, and resolve product questions, order issues, and billing disputes
Handle order modifications — address changes, swapping items, correcting mistakes, and reshipping where needed
Manage chargebacks and payment disputes, gathering documentation and responding within deadlines
Escalate technical or product issues to the right tea ---------- mber when something falls outside standard support
Help maintain FAQs and help docs so customers can self-serve common questions

What We're Looking For
Excellent written English — clear, warm, and grammatically clean communication is essential
Previous customer support or e-commerce experience, ideally with a DTC or subscription brand
Comfortable working independently and managing your own time with minimal oversight
Strong organization and attention to detail — you don't let tickets slip through the cracks
A calm, empathetic, problem-solving mindset, even with frustrated customers
Reliable internet connection and a quiet space to work
Able to commit to a consistent, flexible schedule and respond within agreed time windows

Nice to Have
Experience with Shopify and subscription apps (e.g., Kaching, Recharge, or Skio)
Familiarity with handling returns/RMAs and chargeback responses
Experience supporting a physical-product or subscription brand

Schedule & Logistics
Part-time, starting at roughly 4 hours per day, with hours increasing over time as the role grows
Flexible hours — [note any required coverage windows or time zones, e.g., "some overlap with US business hours preferred"]
100% remote

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We are an equal opportunity employer. We welcome applicants of all backgrounds.