E-Commerce Customer Service Representative

We're looking for a highly efficient, detail-oriented E-Commerce Customer Service Representative who thrives in a fast-paced environment and knows how to get things done.

This role is built for someone who can manage a high volume of customer inquiries, resolve issues quickly, and keep our support queue moving without compromising the quality of service.

Our target is 300+ tickets resolved per day. We're looking for someone who can work efficiently, think independently, and use the right tools and processes to deliver fast, accurate resolutions.

If you're organized, tech-savvy, a strong communicator, and comfortable working toward clear performance targets, we want to hear from you.

Key Responsibilities

Resolve 300+ customer support tickets per day while maintaining accuracy and customer satisfaction.

Respond to customer inquiries regarding orders, shipping, tracking, returns, refunds, product questions, and general concerns.

Work efficiently through a high-volume support queue while prioritizing urgent and complex issues.

Use customer service platforms, saved replies, templates, and AI-powered tools to improve response speed and productivity.

Investigate order issues and provide clear, helpful solutions with minimal back-and-forth.

Follow established SOPs and escalation procedures to ensure consistent, high-quality support.

Identify recurring customer issues and communicate opportunities to improve the customer experience.

Maintain accurate ticket notes and customer records.

Meet daily productivity targets and performance standards.

What We're Looking For

Previous experience in e-commerce customer service, ideally supporting a Shopify-based business.

Experience using customer support platforms such as Gorgias, Zendesk, Richpanel, or similar tools.

Proven ability to handle a high volume of support tickets efficiently.

Excellent written English and strong communication skills.

Strong problem-solving skills and the ability to make sound decisions independently.

Comfortable working with performance metrics, daily targets, and accountability.

Familiarity with order management systems, shipping platforms, and refund workflows.

Ability to work independently, stay organized, and maintain consistent productivity.

A proactive mindset with a focus on resolving issues rather than simply replying to customers.

Performance Expectations

Success in this role will be measured by:

Daily ticket resolution: Target of 300+ tickets closed per day, depending on ticket complexity and workflow.

Customer satisfaction: Helpful, accurate, and professional responses.

Resolution quality: Low error rates, appropriate refunds, and minimal unnecessary follow-ups.

Efficiency: Strong queue management and minimal time wasted on repetitive tasks.

Reliability: Consistent attendance, responsiveness, and achievement of performance goals.

We care about both speed and quality. Closing tickets quickly means little if customers need to contact us again to get the right answer.