Email Support

We are a fast-growing DTC e-commerce brand focused on delivering high-quality products and exceptional customer experience. We are looking for a detail-oriented and customer-focused Email Support Representative to join our team.

???? Key Responsibilities
Respond to customer inquiries via email in a timely and professional manner
Handle order tracking, refunds, returns, exchanges, and product-related concerns
Process orders and manage customer accounts through Shopify
Resolve customer concerns with empathy and efficiency
Escalate complex cases when necessary
Maintain accurate records of customer interactions in Reamaze
Follow brand tone, guidelines, and KPIs

? Requirements
Proven experience in e-commerce customer support
Hands-on experience using Shopify (order management, refunds, tracking, notes, etc.)
Experience using Reamaze as a customer support platform
Excellent written English communication skills
Strong problem-solving skills and attention to detail
Ability to manage high email volume efficiently
Comfortable using Slack and time-tracking tools (e.g., Hubstaff)
Reliable internet connection and dedicated workspace

? Nice to Have
Experience in DTC or dropshipping brands
Familiarity with chargebacks and dispute handling
Experience handling customer escalations

???? What We Offer
Competitive salary
Fully remote work setup
Growth opportunities within the company
Paid Time Off (PTO)