eCommerce Customer Service

We are a fast-growing ecommerce company looking for a full-time Customer Support Rep. This role is critical in making sure our customers have a smooth experience from the time they place an order until their product arrives. You will be responsible for handling customer inquiries, coordinating with suppliers, and supporting the fulfillment process. You will work closely with our Sales Reps, Order Fulfillment Manager, and Operations Manager to ensure no order or customer issue falls through the cracks.

Your main responsibilities will include responding to customer inquiries by email, phone, and chat within 24 hours, handling post-sale issues such as order status, warranty claims, and technical support, and keeping customers updated until resolution. You will also contact suppliers for order confirmations, shipping details, and technical questions, making sure every order is processed and shipped on time while keeping accurate records of all communication.

You will support our operations by maintaining order records and logs, escalating complex cases to the Operations Manager, and assisting the Fulfillment Manager by taking over supplier and customer follow-ups so he can focus on processing orders. Success in this role will be measured by quick response times, consistent follow-ups, and ensuring shipments are not delayed due to lack of communication.

The ideal candidate is highly organized, detail-oriented, and proactive. You must have strong written and spoken English and be comfortable making phone calls, with either a neutral or American accent. Ecommerce or customer support experience is valuable, and you should be confident using tools like Shopify, Slack, Gmail, and Google Sheets/Docs (training provided). Strong problem-solving skills and a “get it done” mindset are essential.

This is a full-time remote role with long-term stability and opportunities for growth. We offer a supportive team environment, training and SOPs, and a competitive salary based on experience. To apply, please send your resume along with a short voice note introduction about yourself, and make sure to address your application to Ched.