Customer Support Specialist (E-commerce) – Long-Term, Full-Time

JOB DESCRIPTION

We are a growing U.S.-based e-commerce company in the fashion and custom design industry.
We are looking for a reliable, detail-oriented Customer Support Specialist to join our team long-term.

This is not a freelance role. We are looking for someone who wants stability and growth with one company.

RESPONSIBILITIES

Respond to customer emails and chat messages

Provide order status and tracking information

Explain basic return and loyalty policies

Confirm payments and invoices

Collect missing customer information (address, artwork, size)

Escalate complex issues clearly and accurately

IMPORTANT LIMITS

You will NOT:

Approve refunds

Change prices

Promise delivery dates

Approve designs or samples

Handle negotiations or disputes

All decisions are handled by management.

REQUIREMENTS

Excellent written English (very important)

Customer support experience (e-commerce preferred)

Calm, professional tone (no slang, no emojis)

Able to follow SOPs and escalation rules

Comfortable with U.S. time overlap (2–3 hours minimum)

Honest, dependable, detail-oriented

TOOLS (Nice to Have)

Shopify

Gorgias / Zendesk

Slack

Google Docs

(Training provided.)

COMPENSATION

Full-time, long-term position

Paid monthly

Paid trial period (2–4 weeks)

HOW TO APPLY

Start your application with:
AXI-READY

Then answer this question:

A customer emails:
“My order is delayed. I needed this urgently and I’m frustrated.”

How would you reply?

Applications that do not follow instructions will not be considered.