Customer Support Specialist (eCommerce / Shopify) — Full-time

Are you experienced in eCommerce customer support for Dropshipping businesses — order status, returns, refunds, and keeping customers happy at high volume — and looking for your next challenge with real room for career growth? Then you've found the right job!

About Us

4-year-old eCommerce dropshipping business operating across multiple niches
Shopify-based, multiple 6-figure revenue per month
Selling hundreds of products per day into the USA
A team of highly skilled A-Players in their fields
Support team scaling fast now, with more growth planned for Q4.

About the Position

Your job is to make sure every customer gets a fast, friendly, and correct answer. We're moving from day-long response times to under 30 minutes, and you're a key part of that. You will work closely with and report directly to our Support Lead.

Your tasks will be:

Answering customer email s across our Shopify stores: order status, tracking, returns, refunds, cancellations, product questions
Looking up orders and shipments in Shopify and updating customers proactively
Processing refunds, replacements, and address changes according to our policies
Using and improving our reply templates so common questions get answered in minutes
Flagging recurring issues (shipping delays, product problems) to the team so we fix root causes
Keeping the inbox clean: no ticket left waiting, clear internal notes on every escalation

⏰ Shifts

This is a full-time role: 8 hours a day, 5 days a week, with 2 fixed days off. Split into multiple different shifts that are like this (still subject to change slightly):

Afternoon: 3pm–11pm
Overnight: 9pm–5am
Early morning: 3am–11am
Floater: rotates between the above shifts to cover days off
In Manila time*

Tell us in your application which shift(s) you can commit to. Weekend work is part of every shift pattern.

✅ Must-Have Skills

1+ years of customer support experience for an eCommerce or dropshipping store
Excellent written English — clear, warm, and error-free; you'll be writing 60+ customer replies a day
Hands-on experience with Shopify orders, refunds, and fulfillment
Experience with a helpdesk tool (e.g., Gorgias, Zendesk, Freshdesk, Help Scout) - we work with Re:amaze.
Fast and accurate: comfortable handling 8+ tickets per hour without dropping quality
Reliable: you show up for every shift, on time, including weekends and nights
A good microphone and a laptop with webcam
Steady internet connection and reliable power supply (backup for outages is a big plus)
Hungry to grow and ready to give 120%, we do not need mediocre people

⭐ Nice to Have

Experience with US customers and US shipping carriers (USPS, UPS, FedEx tracking)
Experience with dropshipping fulfillment platforms (e.g., CJ Dropshipping)
Experience handling chargebacks or PayPal/Shopify Payments disputes
Experience building or maintaining macros / reply templates

What We Offer

Fast career growth you won't find anywhere else if you're a top performer — we're building this team now, and the next Support Lead will come from it
Above-market compensation with bonuses when response time and quality targets are met
Fixed, predictable schedule with 2 days off every week
A long-term, stable position in an enthusiastic, high-performing team
100% remote — work from anywhere

Ready to Apply?

To filter out copy-paste applications and see who has actually read this job post, please mention the word "Pineapple" in your application, and tell us which shift you're applying for.

We're excited to meet you in a quick 15-minute Zoom call to see if it's a good fit on both sides.

Looking forward to your application!

Cheers, Jonas