Job Overview

Our client is seeking a detail-oriented, self-motivated Shopify E-Commerce Support Assistant to maintain seamless store operations and deliver exceptional post-purchase support. This role combines multi-channel customer service, Shopify order administration, and 3PL warehouse logistics coordination. Working directly with business leadership, you will manage inbound customer inquiries across email, social media, and chat platforms, execute order updates and returns in Shopify, and interface with US and Australian warehouse partners to track fulfillments, clear shipping bottlenecks, and maintain operational efficiency.

Schedule

Monday - Friday, Flexible during US Business Hours (20 work hours per week)

Responsibilities

• Multi-Channel Customer Support: Deliver responsive, empathetic support across Email, WhatsApp, ManyChat, and social media channels. Filter inquiries, answer product/order questions, and escalate complex cases directly to leadership when input is required.
• Shopify Order & Returns Management: Process returns, exchanges, warranty claims, order modifications, store credits, and refunds directly within the Shopify admin panel.
• 3PL Logistics & Warehouse Coordination: Coordinate daily with fulfillment hubs in the US and Australia to resolve delayed shipments, chase missing tracking details, investigate delivery issues, and confirm return receipts.
• Store Administration & Marketing Support: Create and manage Shopify discount codes, update customer records, perform routine operational data entry, and monitor/flag relevant social media posts and brand mentions.
• Operational Reporting: Track recurring customer inquiries, log inventory/logistics issues, and assist leadership with routine operational status reports.

Requirements

• Proven hands-on experience navigating the Shopify Admin interface—specifically managing orders, issuing refunds, creating discount codes, updating customer profiles, and monitoring fulfillment statuses.
• 2+ years of experience managing multi-channel e-commerce customer service (Email, WhatsApp, social media DMs, automated chat software like ManyChat).
• Demonstrated experience interacting with third-party logistics (3PL) providers and tracking multi-region shipments.
• Exceptional written English skills with strong attention to detail and sound judgment—knowing when to escalate an issue rather than guessing an answer.
• Hands-on experience with helpdesk platforms (e.g., Gorgias, Zendesk, Freshdesk) and messaging automations (ManyChat).

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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