Job Overview

Our client is looking for an E-commerce Customer Support Specialist to support a growing e-commerce operation with the goal of enabling the owner to become hands-off from daily customer service. This is a non-voice role focused exclusively on email and message-based customer communication. The role features an initial focus on customer inquiries and issue resolution, with the potential expansion to include full 3PL coordination. The successful candidate will work within established processes and escalate matters outside of defined responsibilities.

Schedule

Mondays - Fridays, 10:00 AM - 2:00 PM EST (20 work hours per week)

Responsibilities

• Respond to customer emails and messages in a timely and professional manner, ensuring all inquiries are addressed within set SLAs
• Process and manage customer requests related to returns, exchanges, and order modifications through Shopify
• Verify shipping details and coordinate with the 3PL provider via email to resolve fulfillment-related inquiries
• Create and update orders on the Shopify backend to reflect exchanges, replacements, and corrections
• Escalate complex or unresolved issues to the business owner with clear documentation and context
• Monitor and manage incoming customer tickets to maintain a high level of customer satisfaction

Requirements

• Proven experience in e-commerce customer support, specifically with Shopify
• Proficiency in Zoho Workplace for managing communications and tasks
• Strong written communication skills with a professional and empathetic tone
• High level of attention to detail when processing orders and verifying shipping information
• Prior experience handling returns, exchanges, and customer claims in an online retail environment

Independent Contractor Perks

• Permanent work from home
• Immediate hiring

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

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