Ecommerce Support Specialist

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Job Title: Ecommerce Support Specialist

About the Company:

Our client recently acquired a large men’s e-commerce brand and are looking for an experienced Customer Support VA to immediately help clean up a backlog of customer service tickets from the ownership transition and then manage ongoing customer support.

Job Description:

You will help clean up a backlog of customer service tickets from the ownership transition. You will then manage ongoing customer support for a men's e-commerce brand.

Responsibilities of the role:

• Clean up a backlog of customer service tickets.

• Manage ongoing customer support.

• Handle order issues.

• Handle shipping inquiries.

• Process returns.

• Process exchanges.

• Process refunds.

• Handle interactions with upset customers.

• Manage returns using loop returns.

Required Experience and Qualifications:

• Strong Gorgias experience.

• Strong Shopify experience.

• Excellent written English (C2 level).

• E-commerce customer service experience.

• Experience handling order issues, shipping, returns, exchanges, refunds, and upset customers.

• Experience with loop returns.

Personality:

• Able to work independently.

• Able to take ownership of the inbox.

• Autonomous.

• Independent.

Software & Tools:

• Shopify

• Gorgias

• Google Workspace

Schedule:

Monday, Tuesday, Thursday, Wednesday, Friday

08:00–17:00 PT

No weekends

40 hours per week

Salary and Benefits:

• Payment in USD or Local Currency according to candidate's preference.

• Full-time remote opportunity.