Customer Support Agent

About BL4CKOUT Labs
We build the BL4CKOUT Plate — a specialty license plate cover intended for off-road/show use. We’re a startup growing rapidly and need a detail-obsessed person to own email support, and potentially expand to the live chat on our website and Instagram dms. Tone matters to us: fast, helpful, respectful, on-brand.

What you’ll do
- Handle email (order status, shipping, returns, replacements, product questions) with a 1–6 hr first-response
- Look up orders in Shopify to get order information, shipping information, and to correct addresses, create returns, and prepare refunds per policy/macros.
- Use Trello to escalate issues.
- Help improve SOPs and implement new ones to solidify the customer experience.

2-3 week paid trial; retainers begin after pass.

Requirements
- Experience: 4+ years in ecommerce email/chat support (Shopify preferred).
- Shopify Admin: confident with viewing orders, tracking lookups, address edits (pre-fulfillment), returns/exchanges, partial refunds, and notes/tags.
- English: strong written English (C1-level or equivalent); can match brand tone (respectful, helpful, no snark).
- Comfortable with ---------- and Trello.
- Available in EST overlap, during weekends too.
- Mindset: detail-obsessed, proactive, follows SOPs, de-escalates upset customers, raises edge cases, and updates macros/docs/SOPs as we learn.

Compensation & Benefits
- USD $640/month (equivalent to $4/hr fulltime) (paid via Wise/Payoneer; semi-monthly).
- 13th-month pay (pro-rated), tenure bonus, paid training.
- Clear SOPs, fast feedback loops, and respectful culture.

How to apply
Send your application inside OnlineJobs. Use subject: ";Email Support — BL4CKOUT Labs" and include the following:
- Resume/CV and cover letter if applicable
- Are you willing to work full-time (40 hrs/week)?
- Are you available during the weekend?
- How long are you looking to stay in this role? (e.g., part ---------- -time position & short-term/long-term)
- Your English proficiency — include any relevant certifications, tests, or examples of professional use.
- Have you previously worked with Gmail
- Your Shopify Admin experience — specifically, have you handled:
- Viewing orders
- Viewing tracking information
- Editing shipping information
- Editing ordered items
- Processing returns or refunds
- Creating discount codes
- Have you worked with Trello and ---------- previously