Customer Support Email Agent

We're a fast-growing US-based e-commerce brand selling GPS dog containment collars. We're looking for ONE reliable, sharp customer support specialist to own our email inbox.

What you'll be doing:

Answering customer emails through our Gmail support inbox (no phone calls, no live chat — email only)
Looking up orders in Shopify (order status, tracking numbers, refund history) so every reply is accurate — you NEVER guess, you always check
Sending tracking updates and answering product questions using our pre-written templates and playbooks
Handling refund/return requests by following our support framework EXACTLY — you don't make policy decisions, you follow the playbook and escalate anything outside it to the owner
Flagging urgent cases (chargebacks, angry customers, defective product claims) to the owner with a short summary so he can d ---------- fast
Keeping a simple daily log of what you handled
You'll be trained on our exact system. We have written playbooks for every ticket type — tone guides, response templates, escalation rules. Your job is to execute them with care and warmth, not to improvise.