Customer Support Specialist, E-commerce (Full Time) | Fashion / Kids Apparel | Shopify

About us
Before & Ever is a fast-growing, Australian premium children's wear brand, selling to families around the world. Most of our customers are mums, and how we make them feel matters to us more than almost anything.

The role
We are hiring a full-time Customer Support Specialist to look after our customers over email and our help desk. You will answer questions about orders and products, solve problems with genuine care and accuracy, and keep our customers feeling looked after. You will work closely with our small team and our AI support tools, so being comfortable with technology and happy to learn new systems matters to us.

This is a full-time role, starting as soon as possible. We support customers in the US and Australia, so some overlap with US hours is important.

What you will do

• Reply to customer email s and help desk tickets with warmth and accuracy
• Look up and understand orders in Shopify
• Solve problems (where is my order, returns, exchanges, product questions) by following a clear process
• Work alongside our AI support tools, and help improve how they run

What we are looking for

• Excellent written English. This is the most important thing, as you will be writing to our customers every day.
• Genuine warmth, empathy and patience
• Strong attention to detail and reliability
• Experience in e-commerce customer support
• Familiarity with Shopify
• Ideally, experience with a help desk tool such as Gorgias or Zendesk
• Experience with a fashion, apparel or lifestyle brand is a bonus, not a must
• Comfortable with technology and new systems, as we work closely with AI

How to apply
Applications are ONLY accepted through our application form:
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Please do not apply through onlinejobs.ph messages, as they will not be reviewed. The form takes about 15 minutes and includes a short writing task. We read every application that completes it.