E - Commerce Customer Experience Specialist

Overview

You will play a key role in creating structure, refining workflows, and maintaining a premium brand voice across all touchpoints.

Part-time (20 hours per week)

Rate: 7 USD per hour

1. Customer Support & Communication

• Respond to inquiries across email, Shopify, social media, and support platforms.
• Resolve issues regarding orders, shipping, delays, refunds, and subscriptions.
• Maintain a high standard of empathetic communication aligned with our brand voice.

1. Team Leadership & SOPs

• Oversee day-to-day support operations and manage future CX team members.
• Monitor team response times, support quality, and overall customer satisfaction.
• Build and improve customer support SOPs, macros, and response templates.
• Identify operational bottlenecks and proactively implement workflow improvements.

1. Order & Platform Management

• Manage customer accounts and order adjustments directly through Shopify.
• Coordinate with fulfillment and logistics partners to quickly resolve delivery issues.
• Track and report on support volumes, customer feedback, and recurring pain points.

• Experience: Solid background in e-commerce customer service or operations.
• Leadership: Prior experience managing, mentoring, or leading support reps is strongly preferred.
• Industry: Experience with CPG, beverage, wellness, or food brands is a plus.
• Tools: Familiarity with Shopify and helpdesk platforms like Gorgias or Zendesk.
• Skills: Exceptional written English, strong conflict-resolution skills, and sharp attention to detail.