E-commerce Customer Support Specialist
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Job Title: E-commerce Customer Support Specialist
Location: Remote
Time Zone: US Time Zones (EST–PST)
Role Overview
We are looking for an E-commerce Customer Support Specialist to deliver exceptional customer experiences across digital channels. This role focuses on resolving customer issues, supporting online purchasing journeys, and ensuring smooth post-purchase support while working closely with internal teams.
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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