Omnichannel Customer Support Specialist (Shopify E-commerce)

We are seeking a proactive and detail-oriented Customer Support Specialist to manage customer communications and order management across multiple channels for a growing direct-to-consumer e-commerce apparel brand (baby category). This role will support customers via email, live chat, and social media messaging while ensuring a high-quality brand experience.

In addition to handling support inquiries, this role will help proactively improve customer support systems by identifying opportunities to automate responses, optimize workflows, and build knowledge resources that improve efficiency.

Responsibilities include:

Customer Support:
-Respond to customer inquiries via email, live chat, and social media messages (Instagram, Facebook, TikTok, etc.)
-Provide timely and accurate assistance regarding orders, shipping, product questions, returns, and exchanges
-Maintain a friendly, professional, and brand-aligned tone in all customer interactions
-Escalate complex issues or policy exceptions when necessary

Order & Returns Management:
-Manage order updates, address changes, cancellations, and replacements within Shopify/Redo/Shipbob
-Assist customers with return and exchange requests
-Coordinate shipping inquiries and delivery issues
-Investigate and resolve lost in transit, damaged and incorrect delivery claims

CX Systems & Automation:
-Proactively identify opportunities to improve support efficiency
-Create and optimize automated support workflows including macros, rules, and AI-assisted responses
-Contribute to the development and maintenance of the customer support knowledge base
-Improve helpdesk organization through tagging, categorization, and workflow optimization

Operations & Reporting:
-Maintain accurate records of customer interactions
-Identify recurring issues and report trends or customer feedback
-Follow internal SOPs and contribute to improving customer experience processes

Requirements:
-Prior experience in e-commerce customer support
-Prior experience in direct-to-consumer, apparel brand
-Experience with Shopify admin
-Experience with ShipBob
-Experience with Redo returns management platform
-Experience managing customer communication through email, chat, and social media
-Excellent written English and strong attention to detail
-Ability to manage multiple conversations and prioritize tasks efficiently
-Experience working with AI-assisted support tools
-Experience creating or improving knowledge bases, helpdesk workflows, or automation
-Problem solving mind set
-Process improvement mind set