Job Overview

We're seeking an organized Customer Support Assistant for a part-time position managing multi-channel customer communications, routine Shopify order administration, and basic 3PL warehouse coordination. Working 20 hours per week flexibly during US business hours, the specialist will answer inbound customer inquiries across email, WhatsApp, ManyChat, and social media, handle routine order processing (generating/canceling orders, issuing refunds), and interface with US and Australian 3PL fulfillment partners using client-provided training.

Client Overview

Our client is an established e-commerce brand operating across both the United States and Australian markets. With a fully configured online store, they specialize in delivering seamless shopping experiences backed by efficient multi-region logistics. To maintain smooth daily operations and deliver attentive post-purchase support, the business is seeking an organized Customer Support Assistant.

Schedule: Monday - Friday, flexible during US Business Hours (EST/PST) (20 work hours per week)

Responsibilities

• Multi-Channel Customer Support: Deliver responsive, empathetic support across Email, WhatsApp, ManyChat, and social media DMs, addressing product inquiries, tracking requests, and post-purchase concerns.
• Basic Shopify Order Administration: Perform essential order tasks in Shopify—generating manual orders, canceling orders, issuing refunds/store credits, processing exchanges, and updating customer profiles.
• 3PL Logistics & Warehouse Coordination: Work directly with US and Australian 3PL fulfillment hubs to monitor dispatch statuses, resolve shipping delays, track missing parcels, and verify returned inventory.
• Store Administration & Discount Management: Set up discount codes, update customer records, log operational data, and monitor social media comments and brand mentions.
• Operational Reporting & Escalations: Log recurring customer feedback and logistics bottlenecks, escalating complex issues to leadership when guidance is needed rather than guessing solutions.

Requirements

• Basic Shopify Knowledge: Practical familiarity with navigating the Shopify admin interface specifically to generate orders, process cancellations, issue refunds, and check order statuses (advanced store setup or development skills are not required).
• E-Commerce Support Experience: 2+ years of experience managing multi-channel customer service via email, messaging apps, or helpdesk platforms (e.g., Gorgias, Zendesk, Freshdesk).
• 3PL & Logistics Familiarity: Comfort communicating with third-party logistics providers to chase tracking details and resolve delivery issues.
• Communication & Judgment: Exceptional written English skills with strong attention to detail and a clear understanding of when to escalate complex scenarios to management.

Qualifications

• Familiarity with messaging automation platforms like ManyChat or Meta Business Suite.
• Experience supporting e-commerce stores serving US or Australian customer bases.

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.