Customer Support Agent – Shopify Ecommerce (Full-Time, US Hours)

We run two pet wellness brands (cats and dogs) selling to US customers on Shopify. Our support inbox gets 80 to 100 email s a day: orders, tracking, returns, refunds, subscriptions, product questions. We're hiring ONE full-time customer support agent to own that inbox.

READ THIS FIRST
We've hired for this role before. Same pattern every time: great for the first week, then replies get slow, the inbox fills up, and we start chasing. This time we check the numbers every day from day one, and we end trials fast. If you need pushing to do your work, this isn't for you. If you're the person who empties the inbox every single shift without being asked, keep reading.

THE JOB

• Answer 80 to 100 email s a day. Templates are provided for the common questions; you handle the rest with judgment.
• Reply within 2 hours during your shift. Inbox at zero at the end of every shift.
• Shopify: look up orders, fix addresses, cancel, refund within our policy, send replacements.
• Subscriptions: pause, skip and cancel requests.
• Tracking: check shipments with our fulfillment partner and keep the customer informed before they ask twice.
• Social: reply to comments and messages on Facebook , Instagram and TikTok.
• Disputes: when a customer files a chargeback, you collect the evidence (tracking, delivery proof, the email thread).
• End of shift: send your report in WhatsApp, 3 numbers (closed / open / escalated), every shift, without being asked.
• Templates: a new question comes in, you draft the answer, we approve it, it goes in the library. You never answer the same question from scratch twice.

SCHEDULE
Full-time, 40 hours a week, 5 days including one weekend day. The shift covers US daytime (Eastern Time), which is a night shift in the Philippines (around 10 pm to 6 am). Fixed schedule, reachable on WhatsApp during your shift.

REQUIREMENTS

• 2+ years of customer support for an ecommerce store. Shopify experience preferred.
• Excellent written English. You write simply: short sentences, simple words. Our rule: a 7-year-old could understand your reply.
• Calm with angry customers. You solve, you don't argue.
• Typing speed of 45 words per minute or more.
• Internet of 25 Mbps or more, plus a backup for internet and power. Outages are not an excuse here.
• Your own laptop.
• This is your only full-time job. We don't share you with another employer.
• Comfortable with Shopify, Gmail or a ticketing tool, Asana and WhatsApp.

PAY
$650 to $800 a month depending on experience, plus up to $100 a month in bonus for hitting the reply-time and quality targets. Paid in USD (Wise or Payoneer), on time, every time. First 30 days are a paid trial. After that, a long-term contract and a raise review every 3 months.

NOT FOR YOU IF

• You juggle several clients at the same time.
• You go quiet when it gets busy.
• You answer yes to everything in the interview and then disappear.
• You'd rather be told what to do every day than own your inbox.

HOW TO APPLY (follow exactly, applications that skip a step are not read)
1. Start your message with the word CALM. Yes, this is a test.
2. Answer these in order: a. Which ecommerce store did you support, for how long, and why did it end? b. Your typing speed, with a screenshot from ---------- or 10fastfingers. c. Your internet speed, with a screenshot, and your backup for internet and power. d. Can you work the night shift (US hours), 5 days including one weekend day? e. Are you currently working for another client or employer? f. Your expected monthly salary and your earliest start date.
3. Reply to these two customer email s as if you already worked for us. Your own words, no AI. We test live during the trial, so AI only hurts you. Email A: "I bought your collar 3 weeks ago. My cat still pees outside the litter box. I want my money back, this is a scam." Email B: "Tracking says delivered yesterday but I don't have the package. What now?"
4. Record a 1-minute voice or video intro (your phone is fine): who you are and why this job. Send the link.
5. Give the name and contact of your last 2 clients or employers. We will message them.

SELECTION: shortlist, then a 15-minute video call (camera on), then a paid 3-day live test on our real inbox, then the 30-day paid trial, then long-term.
We reply to every application that followed the steps.