Customer Support & Back-End Manager – Ecommerce

About the Role
We run a growing ecommerce business selling health and wellness products on a subscription model. We're looking for a reliable, organized person to own the full customer experience — from answering questions to solving complex issues and making sure everything runs smoothly behind the scenes.
This is a long-term role with real responsibility. You won't just be copying and pasting scripts — you'll be the person clients count on.
Responsibilities

Answer customer inquiries via email (fast, professional, friendly)
Process refunds, cancellations, and subscription changes in Shopify
Manage tickets and follow-ups in Reamaze
Coordinate with our fulfillment and warehouse team on orders, delays, and replacements
Handle complex or escalated cases with good judgment and empathy
Keep records clean and flag recurring issues to the team

Requirements

Minimum 2 years in a customer support or customer success role for an ecommerce brand
Hands-on experience with Shopify (not just browsing — actually managing orders, refunds, subscriptions)
Experience with a helpdesk tool like Reamaze, Gorgias, or Zendesk
Able to manage high ticket volume without dropping the ball
Excellent written English — clear, professional, and human
Works independently, makes good judgment calls, and doesn't need daily supervision
Night shifts (PHT)

This is NOT the right role if:

You're just getting started in ecommerce support
You need SOPs written for every scenario
You're looking for a slow-paced, low-volume job

What We Offer

We pay competitive rates for the right person — if you're A1, we'll make it worth your while
100% remote virtual role
Ongoing long-term engagement
Direct communication with the owner — no layers, no bureaucracy
Biweekly pay via Wise

To apply: ----------