JOB OVERVIEW
**Hours**
Full-time, 8 hours per day, Monday to Friday, with flexibility to work additional hours during busier periods
**About Us**
We are an online-only fashion accessories store, selling primarily through Shopify with a small Etsy component. We pride ourselves on delivering an exceptional customer experience, and we’re looking for a senior Customer Support Specialist to take ownership of our support processes, help improve SOPs, and manage customer communications independently.
**Position Overview**
This role is for a highly experienced eCommerce support professional (5+years experience) who can manage daily customer interactions, proactively identify issues, and continuously improve and develop workflows. The successful candidate will take ownership of response templates, SOPs, and process improvements to ensure our customers receive the best possible service.
**Key Responsibilities**
– Manage all Shopify customer support, including enquiries, order issues, returns, and complaints.
– Provide support for Etsy orders as needed.
– Take full ownership of SOPs and response templates, continually improving them to streamline workflows and enhance customer experience.
– Write custom responses when needed, critically analyze customer issues, and resolve problems independently without relying on the founder for guidance.
– Track and monitor order issues to identify recurring problems and implement preventive measures.
– Be open to performing additional support or administrative tasks related to eCommerce operations as required.
– Communicate effectively with the team, providing updates and suggestions for improvements.
**Non-Negotiable Software Skills Required**
– Shopify
– Etsy
– Google Sheets
– Shopify Inbox & other CRM platforms
– Slack
**Requirements**
– Minimum 5 years of experience in eCommerce customer service, preferably with Shopify and Etsy.
– Proven ability to take ownership of processes and improve them over time.
– Strong written English skills and the ability to craft professional, empathetic customer responses.
– Ability to critically assess issues, make decisions, and implement solutions independently.
– Experienced with Google Sheets, Excel, and Slack.
– Highly organized and detail-oriented, with a focus on efficiency and quality.
**Preferred Qualifications**
– Experience leading or managing a small team.
– Familiarity with creating or optimizing SOPs and response templates.
– Experience in a role requiring high autonomy and accountability.
**What We Offer**
– Full-time remote work with flexible schedule within core business hours.
– Opportunity to take full ownership of customer support operations and improve processes.
– Direct communication and collaboration with the founder.
– A chance to work in a growing eCommerce business and contribute meaningfully to its success.
– We are a rapidly growing business and want to invest in developing individuals on our team. Scope for future progression for the right candidate.
**How to Apply**
Please fill out this application form to be considered:
SKILL REQUIREMENT
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