Shopify Customer Support | Fashion & Dropshipping | 2–4 Hours Daily

Shopify Customer Support | Fashion & Dropshipping | 2–4 Hours Daily

We're looking for an experienced customer support freelancer to manage email support for our Shopify fashion store.

You'll handle customer enquiries and complaints, keep our inbox organised and take ownership of each case through to resolution. We value warm, personal communication, accurate information and reliable follow-up.

Our priorities are customer satisfaction, preventing avoidable escalations and chargebacks, and reducing unnecessary return and refund costs through fair, appropriate solutions.

About the role:

• Fully remote, with the intention of building a long-term collaboration.
• Working days: seven days a week, Monday to Sunday, including weekends.
• Workload: 2–4 hours per day, totalling 14–28 hours per week.
• Hourly rate: US$3.
• Exact working times and daily inbox coverage will be agreed before starting.

Your responsibilities:

• Respond to customer email s about products, sizing, orders, delivery and tracking in clear, natural English.
• Handle delayed or missing orders, address issues, cancellation requests, order changes and out-of-stock situations.
• Resolve complaints about fit, quality, damaged items and incorrect products.
• Review Shopify order details, tracking information and previous correspondence before replying. Request relevant additional information or photos when needed.
• Offer and process approved replacements, store credit, partial refunds and full refunds in line with our procedures, your authorisation limits and applicable customer rights.
• Adapt our email templates to each customer's situation, concerns and tone.
• Follow up with the relevant supplier or team member on order-related issues and keep customers informed until their cases are resolved.
• Keep open cases organised, with a clear next action and follow-up date.
• Accurately record complaint reasons, products, ticket references, offers, agreed solutions and refund amounts.
• Prepare a weekly summary of recurring product issues, including products receiving two or more complaints within seven days and the associated refund amounts.
• Promptly escalate disputes, chargeback notifications, serious complaints and cases outside your authority to the owner.

What we're looking for:

• Proven customer support experience with e-commerce dropshipping stores. Direct dropshipping experience is required.
• Practical Shopify experience, including reviewing orders and processing authorised changes and refunds.
• Excellent written English and a friendly, empathetic and professional communication style.
• Experience handling return requests, sizing complaints, shipping delays and frustrated customers.
• Sound judgement when choosing an appropriate solution or d ---------- when to escalate.
• Strong organisational skills, attention to detail and the ability to work independently.
• Experience using Google Sheets or Excel for accurate record keeping.
• A reliable computer and internet connection.
• Consistent availability every day, including weekends.

Experience with fashion stores and Parcel Panel is a plus.

We provide clear procedures, email templates, onboarding and direct communication with the owner. We welcome practical suggestions for improving our customer service and are looking for someone we can build a lasting working relationship with.

Success in this role means providing accurate, helpful replies, meeting agreed response times, following cases through to resolution, maintaining complete records and identifying recurring problems early. Customer satisfaction and sound judgement matter alongside refund and escalation rates.

To apply, please introduce yourself briefly and answer the following questions:

1. What experience do you have providing customer support for Shopify dropshipping stores? Include the types of products and the average number of customer enquiries you handled each day.
2. Describe a difficult return, sizing or quality complaint you personally resolved. What did you do, and what was the outcome?
3. How do you organise unresolved cases, follow up with suppliers and ensure customers receive updates?
4. Which tools have you used for email support and reporting? Which performance metrics did you track?
5. What is your time zone, and when could you start? Please confirm your availability for 2–4 hours every day, including weekends, and whether the US$3 hourly rate works for you. Mention any existing commitments that could affect your availability.

Please also include the word pizza somewhere in your response to this job post.