E-commerce Customer Support Agent – Shopify, DTC
Posted 1 day ago
You'll complete your application on KittySpout's career site.
About the Role
This remote-first retail business specializes in feline wellness, offering products such as water fountains, feeders, and supplements through its online marketplace. The organization prioritizes autonomy, allowing staff to manage their own tasks without being micromanaged. They are currently seeking a contract Customer Support Agent who can work efficiently in a high-volume, fast-paced setting. You will be provided with full training, macros, and resources to help you resolve issues independently and maintain the brand's commitment to quality service.
Requirements
- Minimum of three years of experience in customer service for direct-to-consumer e-commerce companies.
- Native or professional proficiency in English.
- Demonstrated ability to manage high-volume queues of over 100 daily tickets with an average response time shorter than 60 minutes.
- Hands-on experience with Shopify and support platforms like Richpanel or Commslayer; experience with Gorgias or Zendesk is an advantage.
- Proven background in subscription management, including handling billing, cancellations, and refunds.
- Capability to multitask between various programs, type quickly, and sustain a CSAT rating of at least 4.8.
- Ability to begin work within one to four days and commit to 30 to 40 hours per week, with availability for overtime or weekend shifts if needed.
Responsibilities
- Handle a high volume of email inquiries while maintaining a professional and supportive tone.
- Complete more than 100 tickets daily while adhering to specific service level agreements and limiting escalations.
- Manage subscription lifecycles, process cancellations and refunds, and resolve payment failures according to company guidelines.
- Independently address technical problems, product inquiries, and shipping concerns to ensure client satisfaction.
- Communicate regularly with the operations department to report ongoing shipping delays or product faults to enhance the overall customer experience.
Benefits & Perks
- Potential for the contract to evolve into a permanent, full-time position depending on your performance.
- A workplace culture that emphasizes autonomy and avoids micromanagement.
- Access to a structured support environment equipped with established policies, training, and ready-to-use macros.
- Opportunity to work 30 to 40 hours weekly, with the chance for overtime hours if the business requires it.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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