Customer Support and Shopify Support Specialist

Job Overview:
We are a rapidly growing eCommerce 3PL / warehouse startup in the US that is seeking enthusiastic and detail-oriented Remote Customer Support and Shopify Support Specialists to join our team. This role is crucial in maintaining our high standards of customer satisfaction and operational excellence. The ideal candidates will have a strong background in eCommerce or logistics. Significant experience in shipping and proficiency in Shopify are required. Exceptional communication skills in English and a high level of attention to detail are essential.
As the first person in this role, you will have the unique opportunity to help create and define the job function, working closely with the CEO and the fulfillment team.

Key Responsibilities:
– Provide top-tier customer support via Slack and email directly to our clients, who are typically the founders of the companies we partner with.
– Represent our brand with professionalism and hospitality in all client communications.
– Assist clients with technical issues related to logistics, shipping, and Shopify integration. I.e. Tracking numbers/links, inventory numbers, how to upload a purchase order, etc.
– Partner with the US fulfillment team to ensure questions requiring their input are answered promptly. This may involve regular follow-ups and possible escalation to the appropriate managers.
– Maintain detailed records of client interactions and technical issues.
– Keep a list of all open questions/tasks and work with your manager to prioritize competing priorities and responses if needed.
– Collaborate closely with the CEO and other team members to ensure client satisfaction.
– Ensure timely responses and resolutions in alignment with EST working hours.

Qualifications:
– Proven experience in a customer support or technical support role.
– Strong background in eCommerce or logistics with American ecommerce brands; shipping experience is a major plus.
– Proficiency in using Shopify is required.
– WMS experience is a major plus. Shiphero, Packiyo, Shipstation, Extensiv are all relevant.
– Excellent communication skills in English, both written and verbal are required.
– High attention to detail and a commitment to delivering exceptional customer service.
– Ability to work most EST hours, full time, Monday to Friday.
– Familiarity with using Slack and email for communication.
– Strong problem-solving skills and the ability to work independently and as part of a team.
– Experience in creating and defining job functions is a plus.

What We Offer:
– Opportunity to work with a dynamic and growing company.
– Remote work flexibility.
– Collaborative and supportive team environment.
– Direct mentorship and guidance from the CEO.
– Compensation: $500 USD/mo

How to Apply:
If you are passionate about providing exceptional customer support and have the required skills and experience, we would love to hear from you. Please submit your resume as a Google Drive link along with a brief, one-paragraph description as to why you’d be a good fit for this role.