E-commerce Customer Support Specialist | Shopify, Email & Social Media

WE ARE ONLY INTERESTED IN TALENT
We’re building a culture, not a company.

Kitchwave is a growing e-commerce brand helping people make fresh juice, plant-based milk, and homemade drinks more easily.

Our vision is to build a trusted kitchen brand that customers feel confident buying from and recommending. We’re looking for an experienced E-commerce Customer Support Specialist who wants to take ownership of that customer experience and grow with us.

THE OPPORTUNITY AND VISION

We’re building Kitchwave for the long term, with people who take pride in their work and want to become exceptional at it. We want you to see a future for yourself in what we’re creating.

You’ll work directly with the founder, have one-on-one calls every two weeks, and receive established SOPs and response templates to support your work. These conversations are a chance to get direct feedback, discuss your development, and understand how your work affects the wider business.

You’ll have opportunities to sharpen skills you can use throughout your career and life: clear communication, sound judgment under pressure, problem-solving, and ownership. As you master the role, you can help improve our systems and develop the ability to train and lead others.

Joining at this stage means the improvements you make can become the standards future team members learn from. We want someone who takes pride in helping customers and is excited to help build the team they could one day lead.

Our culture is built on ownership and honest feedback. We value people who act on what they learn, follow through on commitments, and help the people around them improve.

This is a long-term, remote position with fixed monthly compensation. Strong performers can earn greater responsibility and grow into Lead roles as the team expands. Advancement depends on performance, leadership ability and grit.

SCHEDULE AND ACCOUNTABILITY

Your schedule must provide consistent coverage across all assigned channels and allow you to meet our performance expectations.

You’re responsible for monitoring incoming inquiries, responding promptly, and keeping unresolved cases moving. Response-time targets run continuously, including nights and days off, even when you’re not logged in.

We expect you to manage your workload independently, follow through on commitments, and flag workload or coverage problems before customers are affected. Consistently meeting the agreed performance standards is a requirement of this position.

CHANNELS YOU’LL MANAGE

• Customer email s.
• Customer text messages through Kitchwave’s Google phone number.
• Customer messages, DMs, and comments on Facebook , Instagram, and TikTok.
• Customer reviews on our Kitchwave Shopify store, the Shop app, and Trustpilot.

These expectations apply to inquiries, comments, and reviews requiring a response.

HOW SUCCESS IS MEASURED

• Response speed: Maintain an average response time of two elapsed hours or less, aiming for one hour or faster. At least 95% of messages requiring a reply should receive a meaningful response within two elapsed hours. This includes initial inquiries and subsequent customer messages. Automated acknowledgments do not count. Performance is reviewed weekly by channel.

• Resolution speed: Resolve at least 90% of routine cases within one business day when the necessary information and authority are available. Resolve straightforward questions in the first response whenever possible. Cases awaiting a customer, fulfillment partner, or founder decision must have a documented blocker and next action.

• Response quality: Achieve at least 95% on reviewed conversations for accuracy, tone, completeness, and adherence to our policies. Replies must address the customer’s actual situation.

• Follow-through: Every unresolved case must have a next action and follow-up deadline. Complete follow-ups on time or flag a blocker before the deadline. Tickets must not be marked resolved simply to improve performance numbers.

• Customer satisfaction: Work toward at least 95% positive customer satisfaction feedback once measurement is in place, reviewed alongside response volume and conversation quality.

• Chargeback prevention and support: Contribute to Kitchwave’s company goal of a chargeback rate below 0.20% through proactive communication, timely handling of approved refunds, and early escalation of unresolved concerns. Complete all assigned dispute-documentation tasks by their deadlines. Individual performance will be assessed against the actions and cases within your control.

• Accountability: You own customer support across all assigned channels. You’re responsible for meeting your KPIs and following every case through to resolution. We expect you to take initiative and stay on top of the work without reminders or constant supervision. Keep the founder informed through a brief daily update.

WHAT YOU’LL OWN

• Responding to customer email s, social media messages, DMs, and comments.
• Managing Shopify order issues, including approved cancellations, refunds, returns, exchanges, and replacements.
• Providing accurate shipping, tracking, preorder, and product-support information.
• Responding professionally to reviews on our website, the Shop app, and Trustpilot.
• Tracking unresolved cases, following up, and escalating issues when needed.
• Supporting chargeback documentation and improving our FAQs, templates, and support processes.

SHOPIFY EXPERIENCE IS REQUIRED

You must have hands-on experience providing customer support for a Shopify store. You should already know how to find orders, review payment and fulfillment status, check tracking, and process authorized order changes and refunds.

We’re looking for excellent written English, calm communication with frustrated customers, strong attention to detail, reliable attendance, and consistent follow-through.

Experience with Commslayer, Gorgias, Richpanel, or Zendesk is a plus.

READ THE FULL ROLE GUIDE BEFORE APPLYING

The complete responsibilities, expectations, and application details are here:

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HOW TO APPLY

Apply through this listing and include:

1. Your Shopify customer support experience and the tasks you handled directly.
2. The support channels and software you have used.
3. Your previous daily ticket volume and response-time results, if available.
4. Confirmation that you can work the stated schedule and accept the advertised monthly compensation.
5. Why you want to grow with Kitchwave.

Shortlisted applicants will complete an interview and a paid practical assessment using sample customer situations.

If you’re loyal, diligent, and ready to take ownership of customer support as we grow, we’d like to hear from you.