Customer Support Agent (Ecommerce – DTC Brands)

We are looking for a proactive and detail-oriented Customer Support Agent to join our growing Direct-to-Consumer (DTC) ecommerce team. You will be the front line of communication with our customers, ensuring a smooth, positive experience across email and social media platforms.

This role requires someone who is highly organized, empathetic, and confident in handling both routine inquiries and more sensitive situations such as chargebacks and negative feedback.

IMPORTANT REQUIREMENTS
You MUST have strong, hands-on experience using Richpanel.
You should be fully comfortable navigating, managing, and resolving tickets within Richpanel without supervision.
You MUST know your way around Shopify.
This includes confidently handling orders, checking order statuses, issuing refunds, tracking shipments, and navigating the Shopify admin panel efficiently.
Key Responsibilities

Email Support
Respond to customer inquiries promptly and professionally via email
Resolve issues related to orders, shipping, refunds, and product questions
Maintain a friendly and brand-aligned tone in all communications
Chargeback Reduction
Identify potential chargeback risks and take proactive action
Communicate with customers to resolve disputes before escalation
Maintain clear records and follow internal processes to minimize losses
Social Media Management (Instagram & Facebook)
Monitor comments and messages daily
Remove or hide negative, spam, or harmful comments when necessary
Respond to positive comments and customer inquiries in a warm, engaging manner
Escalate serious issues appropriately
Customer Experience Optimization
Ensure every interaction leaves the customer satisfied
Identify recurring issues and provide feedback for process improvements
Requirements
Mandatory: Proven experience using Richpanel (applications without this will not be considered)
Mandatory: Strong working knowledge of Shopify
Previous experience in ecommerce customer support (DTC preferred)
Excellent written English communication skills
Strong problem-solving ability and attention to detail
Ability to handle difficult or frustrated customers professionally
Familiarity with social media platforms (Instagram & Facebook business pages)
Reliable internet connection and ability to work remotely
Nice to Have
Experience working with international customers (US/UK markets)
Familiarity with ecommerce tools and apps (order tracking, returns systems, etc.)
Understanding of chargeback processes and prevention strategies
What We’re Looking For
Friendly, positive, and customer-first attitude
Highly responsive and reliable
Able to work independently and follow processes
Comfortable working in a fast-paced ecommerce environment
How to Apply

Please include the following in your application:

A short introduction about yourself
Your experience with Richpanel and Shopify (specific tasks you’ve handled)
Examples of customer support work (if available)
Your internet speed and computer specifications

We are looking to hire someone who can start immediately and grow with our team long-term. If you are passionate about customer experience and confident using Richpanel and Shopify, we’d love to hear from you!