Customer Support Specialist – Retail Operations

• Support TVP customers by responding to inquiries across multiple brands while maintaining each brand’s policies, tone, and communication standards
• Write clear, accurate, empathetic, thoughtful, and professional customer responses
• Handle refunds, return labels, order updates, returns, and inventory adjustments
• Use Shopify to review and manage customer and order information
• Use Google Sheets to maintain trackers, organize data, reconcile information, and manage operational workflows
• Track and resolve returns, backorders, fulfillment errors, stock shortages, shipping issues, and other customer-related operational issues
• Work across inventory, order management, shipping, and project management systems
• Investigate issues, identify root causes, and escalate when necessary
• Manage multiple priorities while maintaining accuracy and completing tasks
• Identify recurring issues or process gaps and contribute to workflow improvements

• At least two years of experience in customer support, customer service, contact-center operations, or another customer-facing role, preferably in retail or e-commerce
• Excellent written communication skills, with strong grammar, clarity, and ability to adapt tone across different brands
• Experience assisting customers through phone, email, or live chat
• Exceptional attention to detail and ability to identify inconsistencies and errors
• Strong working knowledge of Google Sheets, including filters, sorting, shared trackers, and basic formulas
• Hands-on experience with Shopify
• Previous experience working with a U.S.-based/international company and U.S./international customers
• Ability to manage multiple priorities in a fast-paced environment
• Track record of reliability, punctuality, and ownership
• Strong problem-solving skills and judgment to determine when to resolve independently or escalate
• Systems-thinking mindset and ability to understand how tools, teams, and operational processes connect
• Ability to learn new systems and processes quickly and work independently
• Collaborative approach to working with colleagues
• Reliable computer meeting required technical specifications
• Stable high-speed internet connection suitable for voice and video calls
• Dependable backup internet connection
• Quiet and professional workspace
• Reliable headset with a microphone
• Ability to meet SeatGeek and Frontier’s information-security and workspace requirements
• U.S. shift hours are non-negotiable

• Support customers across a variety of retail and e-commerce brands
• Opportunity to help shape how a new team grows
• Hands-on experience with e-commerce, fulfillment, branded stores, and operational support
• Collaborative team valuing ownership, transparency, and continuous improvement
• Fully remote work arrangement