Job Overview

We are seeking a detail-oriented Customer Support Specialist (Shopify) to manage customer inquiries and resolve order issues for a growing online e-commerce store. In this role, you will handle written communication via email and helpdesk ticketing during peak morning hours without any phone support duties. Your main focus will be addressing order modifications, tracking questions, shipping delays, and returns with speed, accuracy, and a warm tone. This part-time remote position is ideal for a reliable professional skilled in e-commerce customer service.

Schedule

• Mon - Fri, 6 AM - 10 AM MST (20 hrs per week)

Responsibilities

• Email Ticket Management: Review, prioritize, and clear the morning customer support inbox, addressing pending customer messages within target response windows.
• Order Troubleshooting: Investigate and resolve common e-commerce order issues, including:
• Address corrections and order modifications before fulfillment.
• Package tracking, shipping delays, and lost transit claims.
• Returns, exchanges, replacements, and refund processing in line with store policy.
• Cancellation requests and discount/promo code discrepancies.
• Customer Communication: Deliver clear, friendly, and solution-oriented emails using brand-aligned language, standard macros, and personalized problem-solving.
• Fulfillment & Inventory Escalations: Flag recurring product quality issues, stock discrepancies, or fulfillment bottlenecks to the management team.
• Customer Account Updates: Maintain clean records, order notes, and tags in our store platform for every resolved ticket.

Must-Have Requirements

Experience & E-Commerce Background

• Relevant Experience: 1–2 years of experience handling customer service for an e-commerce, D2C, or online retail brand.
• Focus on Email/Chat: Proven track record in written support channels (helpdesk tickets/email correspondence).

Communication & Tone

• Fluent Written English: Excellent grammar, spelling, and tone. Able to communicate with warmth, empathy, and professional clarity.
• De-escalation Skills: Ability to handle frustrated customers patiently and resolve order complaints constructively.

Technical & System Requirements

• Helpdesk Systems: Experience with e-commerce support platforms (e.g., Gorgias, Zendesk, Freshdesk, Help Scout, or Shopify Inbox).
• E-Commerce Platforms: Familiarity with Shopify (or WooCommerce) order management, customer profiles, and refund/fulfillment workflows.
• Workstation & Reliability:
• Reliable, high-speed internet connection with minimal downtime.
• Dedicated, secure computer/laptop setup.
• Punctual and consistent attendance for the 6:00 AM – 10:00 AM Arizona shift.

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.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.