About

We’re looking for a reliable, friendly, detail-oriented Customer Support Specialist to join our team and help us maintain world-class customer satisfaction. This is a long-term role with the potential to increase hours as our brand continues to scale. 💼 Role Overview You will be the first point of contact for customers across email, Shopify inbox, social messages, and other channels. Your main goal is to provide fast, accurate, and empathetic support. 🧪 Responsibilities 1. Customer Communication Respond to customer enquiries via email and Shopify Inbox (Shipments, product questions, refunds, tracking issues, etc.) 2. Handle returns/replacements according to our 5-year warranty and 60-day trial policies 3. Track and resolve order issues such as missing parcels, delays, and address errors Order Management 1. Manage orders within Shopify 2. Communicate with our 3PL partners (USA, Canada, UK, AU/NZ) to fix shipping issues 3. Create replacement orders, update customer information, and monitor fulfilment problems Requirements 1. Strong written English. All communication will occur over email so verbal fluency isn't necessary but written fluency is essential. 2. Fast response time and reliable availability 3. Excellent attention to detail and ability to follow SOPs 4. Experience in ecommerce customer service preferred ⏱ Hours & Availability 5-10 hours per week to start Potential to scale to 30–40 hours Long-term position (12+ months preferred)