E-commerce Customer Support Agent
K
KittySpoutE-commerce, Pet Supplies
Manila, Philippines. Mexico City, Mexico. Rio, BrazilContractMiddle
Salary7 - 9 USD per hour
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Job Details
- Languages
- Fluent English, written and spoken
- Experience
- 3+ years
- Required Skills
- ShopifyCustomer support
Requirements
- 3+ years of Customer Support experience for DTC e-commerce brands.
- Fluent English (professional or native level), written and spoken.
- Proven hands-on experience with Richpanel and/or Commslayer.
- Hands-on experience with Shopify.
- Direct experience handling subscription-related tickets such as billing, cancellations, saves, and chargebacks.
- Ability to start within 1–4 days.
- Commitment to 30–40+ hours per week.
- Ability to work overtime or weekends during high-volume periods.
- Fast typing speed and comfort navigating multiple tools simultaneously.
- Strong proficiency with macros and templates for high-efficiency resolution.
Responsibilities
- Resolve a high volume of 100+ tickets per day while maintaining a friendly, helpful tone.
- Handle subscription-related tickets including cancellations, saves, refunds, and failed payments.
- Apply problem-solving principles to address shipping, product, and technical issues autonomously.
- Operate with high autonomy to manage ticket queues and meet SLA deadlines.
- Utilize Richpanel, Commslayer, and Shopify proficiently from day one.
- Maintain high quality standards to minimize follow-ups and escalations.
- Communicate recurring product issues or shipping delays to the operations team.
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