E-commerce Customer Support Specialist

Key Responsibilities

• Handle customer inquiries related to products, orders, payments, returns, and exchanges
• Provide clear, accurate, and empathetic support via email and chat
• Maintain detailed ticket documentation and customer records
• Collaborate with Operations and Fulfillment teams to resolve issues
• Follow established support processes and quality standards
• Identify opportunities to improve customer experience and support workflows

Required Qualifications

• Experience providing customer support for e-commerce or online retail businesses
• Strong written communication and problem-solving skills
• Prior experience working remotely is mandatory, including fluency with remote collaboration tools such as Slack, Zoom, Google Workspace, Asana (or similar), and experience working with US or UK-based companies; applications without this experience will not be considered
• Ability to manage multiple tickets and priorities effectively
• Customer-first mindset with attention to detail

Preferred Qualifications

• Experience working with international customers
• Familiarity with CRM or helpdesk systems
• Experience contributing to FAQs or help center content

Tools & Technology

• Support Platforms: Zendesk, Gorgias, Freshdesk
• E-commerce Platforms: Shopify or similar
• Collaboration: Slack, Zoom, Google Workspace

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