Email Support

We are a fast-growing DTC e-commerce brand dedicated to delivering high-quality products and an exceptional customer experience. We're looking for a detail-oriented and customer-focused Email Support Representative to join our remote team. If you have experience with Shopify and Reamaze and enjoy helping customers, we'd love to hear from you!

???? Key Responsibilities:

Respond to customer inquiries via email in a timely, professional, and empathetic manner.
Assist customers with order tracking, refunds, returns, exchanges, cancellations, and product-related inquiries.
Process and manage customer orders using Shopify.
Resolve customer concerns efficiently while maintaining a high level of customer satisfaction.
Escalate complex cases to the appropriate team when necessary.
Maintain accurate customer records and conversations in Reamaze.
Follow company policies, brand voice, and customer support KPIs.
Collaborate with internal teams to ensure a seamless customer experience.

? Requirements:
Proven experience in e-commerce customer support.
Hands-on experience with Shopify (order management, refunds, order edits, tracking, customer notes, etc.).
Experience using Reamaze as a customer support platform.
Excellent written English communication skills.
Strong problem-solving abilities and attention to detail.
Ability to manage a high volume of email s while maintaining accuracy and quality.
Comfortable using Slack and time-tracking tools such as Company Command Center Time Tracking.
Reliable internet connection and a dedicated home workspace.

? Nice to Have:
Experience supporting DTC (Direct-to-Consumer) or dropshipping brands.
Familiarity with chargebacks, payment disputes, and fraud prevention.
Experience handling customer escalations and difficult situations.
Ability to identify recurring customer issues and recommend process improvements.
Knowledge and experience using AI tools to improve workflow efficiency, customer support processes, and response quality.
Willingness to work night shifts or flexible schedules to support global customers.
Previous supervisory or team leadership experience is a plus.

Interested in joining our team?
Please complete our application form by clicking the link below:
Application Form: ----------

Please make sure to include:
Your updated resume.