Customer Support Analyst

Customer Support Analyst (Email & Phone)

We're hiring a contractor to deliver exceptional customer service across email and phone. You'll be the first point of contact for customers, resolving questions, troubleshooting order and product issues, and escalating complex cases when needed, all while keeping every interaction on-brand, warm, and professional.

This is a remote, full-time contractor role. You'll work UK business hours, so you should be comfortable with that shift regardless of your own location.

What you'll do

• Respond to customer inquiries via email and phone promptly, accurately, and in a friendly, on-brand tone
• Troubleshoot order, shipping, product, and account issues, using Shopify to look up orders and resolve problems directly where possible
• Manage tickets through our helpdesk, keeping response times and resolution quality high
• Escalate complex or sensitive cases to the right person with clear context
• Identify recurring issues or friction points and flag them to the team
• Maintain accurate records of customer interactions

What we're looking for

• Minimum 2 years of experience using Shopify in a customer support context
• Minimum 2 years of experience with a helpdesk platform (Zendesk, Gorgias, or similar)
• Ecommerce support experience strongly preferred
• Comfortable and confident handling both phone and email support
• Excellent written English: clear, professional, and empathetic
• Detail-oriented, with strong problem-solving instincts
• Able to work UK timezone hours consistently

Schedule & compensation

9am–5pm GMT/BST
$5 -$6 USD/hour, depending on experience