Customer Service Role (Must-Have Shopify Experience)

We are a growing fashion e-commerce brand looking for a long-term Customer Support Agent to join our team.

This role is focused on delivering excellent customer experience while helping maintain smooth day-to-day operations. We are looking for someone reliable, detail-oriented, and proactive.

Role Overview:

You will be responsible for managing customer communication and helping ensure customers have a smooth experience from purchase to delivery and refunds.

Responsibilities:

- Respond to customer emails and inquiries within 2 hours. (yes 2 hours)
- Maintain a calm, friendly, and professional tone
- Handle refunds, replacements, and customer concerns correctly
- Monitor order status inside Shopify
- Identify delayed or problematic orders
- Escalate sensitive or urgent situations when necessary
- Identify recurring customer issues and report patterns
- Help reduce refunds and customer dissatisfaction through proactive communication

Work Schedule:

7 days per week
Some days: 5–6 hours
Other days: 7–8 hours

Current workload varies depending on order volume.

As we continue to grow, there will be opportunities for more responsibility and growth within the company.

Growth Opportunity

This role can grow into:

- Customer Support Team Lead (manager)
- Backend Operations Manager
- Good bonuses

Requirements:

- Excellent written English
- Strong attention to detail
- Ability to work independently
- Shopify experience is a MUST
- Previous customer support experience is preferred
- Calm and solution-focused mindset
- Strong ownership mentality
- Reliable internet connection

Application Instructions

To be considered, please include:

- A short written introduction
- Your relevant experience
- A 1-minute video introducing yourself

In your video, briefly explain:

- Who you are
- Your experience
- Why you are a good fit for this role

Also include the word "Snicker" somewhere in your application so we know you have read the full job post.

Applications without a video will not be considered.