Ecommerce Customer Support

We are looking for a reliable, detail-oriented, and customer-focused Customer Support Specialist to join our growing e-commerce team.

You will be responsible for handling day-to-day customer inquiries, resolving order-related issues, managing returns and refunds, and ensuring our customers have an excellent experience with our brand.

The ideal candidate has previous experience working with Shopify stores and understands the day-to-day operations of a direct-to-consumer (DTC) e-commerce business.

We are looking for someone who is proactive, communicates professionally, works independently, and takes ownership of customer issues from start to finish.

Responsibilities

Respond to customer inquiries through email and other support channels.

Handle questions regarding orders, shipping, tracking, product information, and delivery timelines.

Process returns, refunds, replacements, and exchanges according to company policies.

Resolve customer complaints professionally and efficiently.

Track delayed, lost, or damaged shipments and coordinate solutions.

Monitor incoming support tickets and ensure customers receive timely responses.

Update customer information and order details within Shopify.

Identify recurring customer complaints and communicate feedback to management.

Maintain accurate records of customer interactions.

Help improve customer satisfaction and overall support processes.

Requirements

Previous experience in e-commerce customer support.

Experience using Shopify is strongly preferred.

Excellent written English and communication skills.

Strong problem-solving and critical-thinking abilities.

Ability to handle difficult customers professionally.

Excellent attention to detail and organizational skills.

Ability to work independently with minimal supervision.

Reliable internet connection and a suitable work environment.

Ability to follow SOPs and company procedures.