E-Commerce Customer Service Representative

Hello Future Employee,

Who are we?
We are a fast-growing e-commerce company operating multiple high-volume Shopify brand stores. We pride ourselves on giving our customers a seamless shopping experience, and we are looking for a dedicated, sharp Customer Service Representative to join our operations team. You will be reporting directly to the Operations Manager and Founder.

We are hiring an Customer Service Representative who can manage our incoming ticket queue with high efficiency. The right candidate understands that every customer email represents a real person waiting for help, and they possess the speed and focus needed to keep our inbox clear while strictly maintaining our brand tone.

Responsibilities:
- Answer incoming customer emails efficiently. Ideally, every ticket should be resolved or answered within 4 hours of landing in the queue.
- Check our social media channels on an hour-to-hour basis throughout your shift for support-related inquiries and monitoring only.
- Handle order-related concerns including tracking, shipping delays, returns, refunds, and exchanges.
- Adopt and strictly follow our specific brand guidelines and communication tone in every single interaction.
-Manage support tickets efficiently using our helpdesk system, tracking your daily volumes and submitting end-of-day summary reports (tickets received, answered, and average response times).

You are the perfect fit if you have these qualities:
-You have at least a year of solid email customer service experience under your belt, ideally working with online retail brands.
-Your written communication is exceptional. You understand tone, grammar, and how to match a brand's unique voice effortlessly.
-You are disciplined enough to maintain a fast queue turnaround time, aiming for that 4-hour response target.
-You appreciate structure, can follow standard operating procedures strictly, and don't let small details slip through the cracks.
You are comfortable using time-trackers for work monitoring.
- (Bonus): If you already know your way around Shopify and helpdesk tools (like Gorgias, Zendesk, or Freshdesk), that is a massive plus.

You are NOT the right fit if:
- You cannot work a 6-day work week.
- You need hand-holding for basic tasks.
- You apply with a generic copy-paste cover letter: We want to know you. Applications that look like a template and don't follow the application instructions will be immediately disqualified.

What we offer:
Salary: $400 USD per month, paid out as a weekly salary.
100% remote work setup (Work from the comfort of your home).
With performance-based growth/bonus opportunities.

To apply, please follow these instructions carefully:
Send your application here with the subject line:

Beat the 4-Hour Queue: Expert E-Com CS – [Their Name]

Please include the following in your message:

Your updated resume / CV (link or file).
A brief introduction highlighting your e-commerce customer service and email queue experience.
Your available start date and your acknowledgement of the $400/month weekly salary structure.

We look forward to hearing from you!

Best Regards,
Heritage And Hearth LLC