Customer Service Specialist (Shopify E-Commerce)

About the Role

We’re looking for a fast, reliable, and experienced customer service specialist to join our e-commerce team.
You’ll be handling customer inquiries across multiple channels, following our detailed SOPs and ensuring that every customer receives a clear, friendly, and professional response — every time.

You’ll have full access to our SOP system, structured spreadsheets, and Loom video training, so you’ll always know exactly how to handle each situation.
In cases where no SOP perfectly fits the situation, you’ll be expected to think critically, use common sense, and base your response on our general brand guidelines and tone.

What You’ll Do

Respond quickly and accurately to customer inquiries (email and chat)

Follow specific SOPs for refunds, exchanges, tracking, delays, and disputes

Handle order lookups using structured Google Sheets and Shopify order data

Maintain a warm, empathetic tone while protecting the company’s interests

Identify when a case falls outside of SOP scope and apply best judgment

Collaborate with management to improve processes and documentation

What We’re Looking For

Proven experience in e-commerce or Shopify customer service

Fast response time and strong written English communication skills

Ability to follow detailed SOPs precisely and consistently

Critical thinker who can adapt when no exact SOP applies

Reliable, organized, and able to manage multiple conversations efficiently

Tools & Training

Full Loom training provided

Organized Sheets with order tracking and workflows

Access to all SOPs, templates, and brand communication guidelines

What We Offer

Long-term remote position with stable workflow

Structured system — no guesswork, just clear processes

Supportive, fast-paced team environment

Bonus potential for reliability, speed, and professionalism

How to Apply

Please include:

A short description of your customer service experience

Your familiarity with Shopify or similar platforms

Your available working hours and time zone