Customer Service Email Support (Part-Time) for US/Canada E-commerce Store

ob Title
Customer Service Email Support (Part-Time) for US/Canada E-commerce Store
Type of Work
Part-time, remote, long-term
Hours per Week
7 hours per week (about 1 hour per day, spread across the week including weekends)
Salary
4 USD per hour. First 2 weeks are a paid trial at 3 USD per hour, then 4 USD per hour after a successful trial.
At 7 hours per week:

Trial (first 2 weeks): 7 hours x 3 USD = about 21 USD per week
After trial: 7 hours x 4 USD = about 28 USD per week (roughly 120 USD per month)

There is room for more hours and a higher rate as the store grows.
Job Description
HiLense is a US and Canada e-commerce brand. We sell anti-glare night driving and riding glasses (for car drivers and motorcyclists), plus clip-on lenses and blue-light glasses. We get a steady flow of friendly customer emails every day and we want every customer to feel heard and get a clear, helpful answer fast.
You will be our email customer service person. You will not be on your own: we give you a full Standard Operating Procedure (SOP) with ready-to-use templates for every common situation, our tone of voice, response-time rules, and a clear list of what you can decide yourself versus what to pass to the owner. If you can write warm, clear English and follow a playbook carefully, you will do great here.
What you will do:

Reply to customer emails in clear, friendly English using our templates and tone (warm, personal, honest, solution-focused).
Handle the common cases: order status and tracking, shipping delays, product questions, returns and refunds, address problems, payment and checkout questions, and "is this legit" reassurance.
Always check the order and tracking before you reply, and personalize each message.
Follow our refund ladder on return requests (offer a partial refund to keep the glasses before moving to a full return).
Keep response times fast: reply within 6 hours when possible, and within 12 hours at the very latest.
Flag chargebacks, legal threats, or anything outside the playbook to the owner.
Keep things tidy: correct customer names, correct order numbers, no leftover text, and a consistent sign-off.

Who we are looking for:

Excellent written English. Your replies must read clear, natural, and friendly (this is the most important skill).
Previous customer service or virtual assistant experience. E-commerce or Shopify experience is a big plus.
Reliable daily availability and genuinely fast response times.
Detail-oriented and able to follow an SOP exactly, while still sounding human.
Calm and good at de-escalating upset customers without being pushy.
Honest and trustworthy.

Nice to have:

Experience with Gmail and Shopify.
Experience with helpdesk tools (Gorgias, Zendesk, Freshdesk) and handling chargebacks or disputes.

Tools you will use:
Gmail and Shopify (we will give you access and training).
How to Apply
Please follow these steps so we know you read the whole post:

Start your application with the word GREEN at the very top.
In a few sentences, tell us about your customer service experience and any e-commerce or Shopify work.
Tell us your time zone, your usual available hours, and how fast you can typically reply to emails.
Write a short sample reply (3 to 5 sentences) to this customer email: "I ordered 2 pairs over a week ago and I still have not received them. Where is my order?"

We review applications based on the quality and tone of your written English first. We start with a 2-week paid trial, then move to the full rate with room to grow.