Customer Support & Operations Specialist

If you do not have at least one year of customer support experience with an e-commerce business, please skip this listing and do not apply.

Customer Support & Operations Specialist

Important: This is a full-time, long-term role for someone who will work only with our company, not manage other clients. We’re looking for an experienced e-commerce support specialist who already knows how to work in Shopify and can take ownership of customer issues and orders from purchase through delivery.

About the role

You’ll handle customer support and the day-to-day operations behind our Shopify orders. We need someone responsible and proactive who can work independently, research unfamiliar issues, meet deadlines, and suggest practical improvements to our processes.

Working hours

• Monday to Saturday, 10:00 AM – 6:00 PM
• Full-time, remote (freelance/contract)

Key responsibilities

• Respond to customer inquiries via chat, email , and/or phone, and follow up until issues are resolved
• Manage orders in Shopify, including updates, cancellations, address changes, shipping issues, returns, exchanges, and refunds
• Track orders through delivery and coordinate with suppliers, logistics partners, and team members when needed
• Help with chargebacks, stock updates, customer records, and other day-to-day operations tasks
• Identify recurring issues and suggest improvements to FAQs, templates, SOPs, and workflows

Requirements

• At least 1 year of substantial e-commerce customer support experience; 2+ years preferred
• Hands-on experience managing orders and resolving customer issues in Shopify
• Good working knowledge of ChatGPT
• Strong written and verbal communication, sound judgment, and reliable availability during the stated hours
• Stable internet connection
• Experience with chargebacks, Gorgias, and ClickUp is a strong advantage

Benefits

• Fully remote work and access to the tools needed for the role
• Clear onboarding, SOPs, regular feedback, and opportunities to grow
• Accrued paid vacation days for planned leave, subject to coverage
• Paid day off on your birthday
• Performance-based end-of-year bonus based on results and consistency

How to apply

Send your CV/resume and a short note describing your e-commerce support experience, including how you’ve used Shopify, the channels and tools you’ve worked with, your typical ticket volume, and any experience with chargebacks or managing orders through delivery.