Customer service agent

Format: Seasonal work (November 2025-January 2026, possible shift to permanent employment), Fully Remote, Full time.

Salary: $500 (After successful trial period - $600)

Do you want to help customers of a US eCommerce brand and handle their requests quickly and efficiently — even at night?
We’re looking for an attentive, communicative, and responsible person who can work with customers in English, isn’t afraid of night shifts, and wants to grow together with us!

About the company:
We are a fast-growing US-based e-commerce brand in the niche of home, hobby, and repair tools. In just 1.5 years, we’ve served over 60,000 customers across North America and continue to scale actively. Our culture is built on a fast pace, innovation, and results.

Main responsibilities:
• Daily customer support (email, chat, social media, phone)
• Work through RichPanel helpdesk: respond to requests via email, chat, social media, and phone
• Provide consultations about products, orders, shipping, and returns
• Handle issues like refunds, replacements, and delays — ensuring the customer is satisfied
• Maintain the brand’s tone of voice (US/CA market)
• Keep records of interactions and update customer history in the system
• Gather feedback and share insights with marketing and product teams
• Take initiative to improve support processes
Performance goals:
• Response time: ? 15 minutes
• CSAT: ? 90%
• 85–90% of tickets resolved independently (without escalation)
• Knowledge base and templates for typical cases already provided

Work schedule: Morning shift
• Monday–Saturday: 6:00 AM – 2:00 PM (Local time)
• Sunday — day off

Work schedule: Night shift
• Sunday–Monday: 10:00 PM – 6:00 AM (Local time)
• Saturday — day off

What we expect:
• 1+ year of experience in Customer Support or Customer Success, preferably in eCommerce
• Fluent English (B2+) — both written and spoken
• Empathy, politeness, and the ability to calm even a “difficult” customer
• Experience with CRM/ticketing systems: RichPanel, Zendesk, Gorgias, HelpScout, or similar
• Flexibility, stress resistance, and ability to adapt quickly
• Google Sheets/Docs proficiency — must-have
• Understanding of Shopify or another eCommerce platform — a plus

Why this is a great opportunity:
• Fully remote — work from any city or country
• Supportive, well-organized team and clear processes
• Access to tools, training, knowledge base, and ready-made scripts