Email Customer Support Specialist (E-commerce, Part-Time)

We are a fast-growing Australian e-commerce brand looking for a reliable, detail-oriented Email Support Specialist to join our team long-term.

Your main job will be managing our customer support inbox. You will reply to customer email s, answer questions about orders and shipping, and escalate anything important to our team. We will fully train you on our products, our policies, and exactly how we want email s answered. You will have templates and clear guidelines to follow.

What you will do:

Respond to customer email s quickly and professionally
Answer questions about orders, shipping, tracking and products
Follow our response templates and guidelines
Escalate complex issues, complaints and refund requests to management
Keep the inbox organised and clear every shift
Update order notes in Shopify when needed

What we are looking for:

Excellent written English (this is the most important skill)
At least 1 year of email or chat customer support experience
Experience with Shopify, Gmail or helpdesk tools like Gorgias or Zendesk (a bonus, not required)
Reliable internet and a quiet place to work
Available to work during Australian business hours (AEST)
Fast learner who follows instructions carefully
Honest, consistent and looking for a long-term role