Part-Time Customer Support & Admin (Shopify Experience a Plus)

We’re looking for a reliable and proactive Customer Support & Admin Assistant to join our team part-time (20 hours/week). You’ll be helping us take care of customers, keep things organized on Shopify, and make sure orders run smoothly.

What you’ll do:

-Handle customer emails through Gmail, Shopify inbox, and TraceX
-Respond to common issues like:
• Orders not received
• Refunds and returns
• Cancellations (orders + subscriptions)
• Product questions

-Process refunds/returns in Shopify and update records
-Keep orders checked and updated in Shopify
-Follow existing SOPs for common cases (about 90%)
-Analyze and suggest solutions for new/unexpected situations (about 10%)
-Use Klaviyo and TraceX for customer records and shipping updates
-Make sure responses are sent within 1–2 days (3 days max)

What we’re looking for:
-At least 2 years of customer support/admin experience
-Shopify experience (bonus, not mandatory)
-Fluent in written and spoken English
-Friendly, helpful, casual-but-professional tone in communication
-Problem-solver who can analyze new situations without waiting for an SOP
-Can follow instructions and also suggest improvements
-Owns a laptop and has stable internet (50 Mbps or faster)

Schedule & Pay:
-20 hours/week
-Monday–Friday: ~3.2 hours/day
-Weekends: ~2 hours/day (Sat & Sun)
-Time zone: Philippines/Singapore
-$3 USD/hour (part-time role for now)

How to Apply:

Please send us the following:
1.Your resume
2. Internet speed test result (at least 50 Mbps) ----------
3. A screenshot/photo of your computer specs (must have minimum 8GB RAM)
4. A 3-minute video introduction where you answer:
- How many years of customer support experience do you have?
- What skills can you bring to our team?
- Your answer to this Situational Question:
A customer joined our Try Now, Pay Later promo (no upfront payment, pay after 14 days). He ordered a kit with 11 refills, and during the 14-day trial period (payment due on September 21), he reported that one of the refill bottles leaked upon delivery. We don’t have an SOP for this case yet. If your team leader asked for your recommendation, what would you do in this situation?