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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