About the Role
TheCustomer Support Representativewill play a key role in maintaining a high standard of customer service through both email and live chat. You will be handling a high volume of customer interactions, focusing on support related to orders, shipping, and general inquiries. Initially supporting EU time zones, the successful candidate must also be open to transitioning to a U.S. East Coast schedule once training is completed and operations shift.
This is a full-time, remote role, where you'll be fully integrated with the client's team, participating in daily communication via Slack and handling tickets through a Shopify-integrated helpdesk system. You will use AI-assisted tools and pre-written templates, along with your customer service instincts, to ensure timely, thoughtful, and accurate responses.
Key Responsibilities
- Respond to customer inquiries via email and live chat through a proprietary ticketing system.
- Manage daily ticket batches (approx. 100 tickets/day) efficiently using AI-drafted responses and company templates.
- Handle common issues such as order cancellations, shipping questions, and tracking updates.
- Collaborate with the team via Slack at the start of each shift.
- Escalate special cases to the Customer Care Lead when needed.
- Receive and complete training on the client's ticketing and Shopify systems.
Work Schedule
- Initial Schedule: Philippine afternoons (starting 1:00 PM PHT), aligned with EU operations.
- Post-Training: Must be flexible and ready to shift toU.S. East Coast hoursif needed.
- 40 hours/week (full-time)
Tools & Systems
- Slack Daily team communication.
- CommSlayer Internal ticketing system (training provided).
- Shopify Basic order management and tracking.
- Gmail Basic email handling (as a backup).
Requirements
- Experience in customer service, preferably in an e-commerce setting.
- Experience handling email and/or live chat support.
- Working knowledge of Shopify (particularly order management).
- Strong written English skills with a customer-first mindset.
- Ability to work independently in a remote setup.
- Reliable internet and work-from-home equipment.
Preferred Qualifications
- Experience with AI-assisted helpdesk systems.
- Familiarity with live chat tools and remote customer support best practices.
- Previous support role with Shopify-based businesses.
