E-commerce Customer Support Agent – Shopify, DTC

• Manage customer interactions through email
• Resolve a high volume of 100+ tickets per day while maintaining a friendly, helpful tone
• Handle subscription tickets, including cancellations, saves, refunds, and failed payments, according to policy
• Resolve shipping, product, and technical issues autonomously
• Manage the queue efficiently to meet SLA deadlines
• Use Richpanel, Commslayer, and Shopify from day one
• Ensure interactions meet quality standards and minimize follow-ups and escalations
• Communicate proactively with the operations team about recurring product issues and shipping delays
• Work independently in a high-autonomy, heads-down queue-management role

• Fully remote
• Available to start within 1–4 days
• Commit 30–40+ hours per week for the next several weeks
• Fluent English, written and spoken — professional or native level
• 3+ years of Customer Support experience for DTC e-commerce brands
• Proven hands-on experience with Richpanel and/or Commslayer and Shopify
• Gorgias/Zendesk experience is a plus
• Direct experience handling subscription-related tickets, including billing, cancellations, saves, and chargebacks
• Fast typing and ability to navigate multiple tabs/tools simultaneously
• Willingness to work overtime or weekends when needed
• Excellent cultural fit aligned with the company’s values
• Consistent resolution of 100+ assigned tickets per day
• Average response time under 1 hour during shift
• CSAT score of 4.8/5.0 or higher

• Opportunity to convert into a permanent full-time position
• 30–40+ hours per week to start
• Clear policies, macros, training and a well-organized helpdesk
• No micromanagement and high autonomy
• Potential overtime and weekend work when needed