Customer Support Agent

We run several online women's fashion stores (Shopify) with customers in Canada, Australia and Europe. We are looking for a full-time email customer support specialist who is careful, reliable and writes excellent English.

ABOUT THE JOB
Most customer email s are already drafted by our AI system. You are the human check: you read every draft, compare it with the order and the tracking, fix what is wrong and then send it. You also follow up with our fulfilment partner when an order is late or something went wrong, so every customer gets the right answer on the same day.

WHAT YOU WILL DO EVERY DAY

• Check and send replies to customer email s (order status, sizes, returns, delays, address changes)
• Compare every reply with the order details and tracking before it goes out
• Follow up late orders and problem cases with our fulfilment partner (via ---------- )
• Ask customers for photos or details when a case needs it
• Write a short, clear note to the owner when something needs a decision
• End every day with no email waiting longer than 24 hours

If you are serious about this job, start your application with the word KIWI.

WHAT WE ARE LOOKING FOR

• Excellent written English (the most important skill for this job)
• At least 1 year of email or chat customer support, ideally for an online store
• Very detail oriented: you notice when a date, an amount or a tracking status is wrong
• Calm and friendly with upset customers
• Experience with Shopify, Gorgias, Zendesk or order tracking is a plus
• Stable internet, your own laptop and a quiet place to work

SCHEDULE AND PAY

• Full time: 8 hours a day, at least 6 days a week (48 hours per week)
• $4 per hour (about $830 per month)
• Long-term position with training through written guides and videos