Customer Support Specialist — eCommerce (Shopify) - Full Time

We’re a fast-growing eCommerce brand in Australia, with growing international sales. We’ve served 65,000+ customers and are looking for a detail-oriented Customer Support Specialist to own the full customer experience.

This is NOT a typical VA role where you answer a few emails. You will be the frontline of our customer experience — handling tickets, managing reviews, coordinating with our fulfillment partner, and making sure every customer interaction is fast, friendly, and resolved properly.

We have detailed SOPs, pre-written response templates, and clear escalation rules. You will follow established systems, and help improve them. If you’re someone who thrives with clear processes and takes pride in executing them perfectly, this role is for you.

What You’ll Do Every Day
• Respond to all customer support tickets via our helpdesk (CommSlayer) using pre-built macros and templates. You will rarely write a response from scratch — we have a macro for almost every scenario.
• Monitor and manage our Shopify admin: check order statuses, process exchanges, initiate refunds, update customer information, and resolve order issues.
• Respond to Trustpilot reviews. Negative reviews (1-3 stars) get priority and follow a specific recovery process.
• Coordinate with our fulfillment partner: replacement shipments, product quality concerns, tracking issues, and stock-level questions. Communication is via email in English.
• Arrange exchanges and returns: confirm new size with customer, create replacement order in Shopify, send return instructions, track that the process completes.
• Flag and escalate problems that fall outside normal SOPs to the team lead or business owner via Slack. You will have clear rules on what to escalate and when.
• Maintain a daily log of any recurring issues, unusual complaints, or product quality concerns so we can spot problems early.

Weekly Responsibilities
• Friday audit: Review the week’s tickets and provide a 5-line summary — total tickets, average response time, any unresolved issues, Trustpilot rating, and the most common complaint theme that week.
• Ensure zero unresolved tickets at end of each business day (responded to or escalated).
• Keep our FAQ and macro library updated — if you notice a new question coming up repeatedly, flag it so we can create a macro for it.

Tools You’ll Use
• CommSlayer (helpdesk / ticket management)
• Shopify (order management, refunds, exchanges)
• Trustpilot (review monitoring and responses)
• Slack (team communication and escalations)
• Google Sheets (daily logging and reporting)

Requirements
• Minimum 1 year experience in eCommerce customer support (Shopify experience strongly preferred)
• Excellent written English — friendly, natural, casual tone (not corporate or robotic)
• Experience processing refunds, exchanges, and returns in Shopify
• Reliable internet connection and a quiet workspace
• Available to work Australian business hours (AEST) or overlap with them significantly
• Detail-oriented — you follow SOPs exactly as written, every time
• You can handle a moderate volume of tickets (60 per day) without rushing or cutting corners

Bonus (Not Required)
• Experience with CommSlayer, Gorgias, or Zendesk
• Experience with Trustpilot or other review platforms
• Experience communicating with Chinese suppliers/fulfillment partners
• Experience setting up customer service automations or macros

Schedule & Compensation
• Full-time: 40 hours per week
• Schedule: Monday to Friday, with some weekend monitoring required (check and respond to urgent tickets on Saturday — typically 30 minutes)
• Hours: Flexible, but must overlap with Australian business hours (9am-5pm AEST) for at least 4-5 hours daily
• Compensation: dependent on experience, with review after 90 days based on performance
• Paid via direct bank transfer monthly
• This is a long-term role. We want someone who will grow with the company as we launch additional brands.

How We Work
We’re a small, fast-moving team. The business owner handles creative strategy and advertising. We have editors, a graphic designer, and you’ll be the customer-facing person. Communication happens on Slack. We don’t micromanage — but we do have clear KPIs:
• First response time: under 4 hours during business hours
• All tickets resolved or escalated by end of day
• 100% of Trustpilot reviews responded within 24 hours
• Refund rate stays under 5%
• Zero freestyle responses — every reply uses an approved macro or template

You’ll receive comprehensive SOPs, a complete macro library, and full training in the first week. We don’t expect you to figure things out on your own — we expect you to follow the systems we’ve built and flag anything that doesn’t fit.

How to Apply
IMPORTANT: Applications that do not follow these instructions will be immediately rejected.
To apply, send a message that includes ALL of the following:
1. Start your message with the word "PINEAPPLE" so we know you read this entire posting.
2. A brief description of your most recent eCommerce customer support role (company name, how long, what tools you used, how many tickets per day).
3. Write a sample response to this customer ticket: "I ordered a Large but I think I need an XL. Can I swap it?" — Write it in a friendly, casual tone. Do NOT use AI to write this.
4. Your available working hours in AEST (Australian Eastern Standard Time).
5. Your expected monthly salary in USD.
We review applications within 3 business days. Shortlisted candidates will do a short paid trial task before final hiring.