Customer Support Specialist E-Commerce

Introduction:
We’re on the hunt for a highly proficient E-Commerce Customer Support Specialist who excels in English and has the ability to quickly adapt to the legal and operational guidelines that shape our customer support processes. This role is far more than managing a chatbox. Our team handles a significant volume of emails daily, ranging from customers needing help with misplaced Cash App payments to resolving lost or damaged orders.

We are a small, close-knit company that ships around 3,000 orders a month with a dedicated team of fewer than 10 employees. As part of our team, you’ll play a pivotal role in our success, not just as an employee but as a valued contributor. We genuinely care about our team members and their growth, and we believe in fostering a collaborative environment where your voice matters.

This role strikes the perfect balance—firm enough to uphold company policies while still providing a positive, empathetic experience for every customer. You’ll take the helm in managing all customer-facing issues, confirming payments, and collaborating with our warehouse and operations teams to ensure seamless order fulfillment.

This is one of the most critical roles in our business. You’ll engage directly with customers daily, ensuring their orders are processed efficiently. In return, we’re offering competitive pay for the most qualified professional.

Job Description:
We are seeking a detail-oriented and experienced E-Commerce Customer Support Specialist to join our small but dynamic team. This role demands a combination of strong technical proficiency, outstanding communication skills, and a knack for delivering exceptional customer service. You will be instrumental in maintaining smooth operations by resolving customer issues, managing payments, and ensuring the functionality of our e-commerce platform.

Key Responsibilities:
• Professionally and promptly respond to customer inquiries via email, delivering a high level of service.
• Troubleshoot and resolve issues related to payments, orders, and website functionality.
• Verify and process manual payments through Cash App, Zelle, and cryptocurrency platforms.
• Address and manage order discrepancies (e.g., missing, damaged, or incorrect items) by creating and organizing reshipment orders.
• Oversee and maintain our WordPress/WooCommerce e-commerce platform, escalating technical issues when required.
• Collaborate closely with internal teams (warehouse, operations, etc.) to communicate customer feedback, identify website issues, and implement improvements.
• Manage affiliate program operations and platform integrations.
• Organize and prioritize a high volume of emails, ensuring efficient resolution of customer concerns.

Qualifications:
• Proven experience in e-commerce customer support.
• Advanced technical knowledge of WordPress and WooCommerce, including plugins and integrations.
• Fluent in English with exceptional written and verbal communication skills.
• Strong organizational and time-management skills to handle large volumes of tasks efficiently.
• Ability to troubleshoot payment systems like Cash App, Zelle, and cryptocurrency platforms.
• Team-oriented with excellent problem-solving skills and the ability to collaborate effectively.
• Full-time availability during Central Standard Time (CST) hours (9 AM - 5 PM CST).

Preferred Qualifications:
• Experience in a similar e-commerce customer support role.
• Familiarity with affiliate program management tools.
• Proven ability to handle high email traffic (e.g., 90+ inquiries daily).

Attention to Detail:
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Why Join Us?
• Competitive compensation reflective of your expertise.
• Work with a small, dedicated team where your contributions make a real impact.
• Opportunity to thrive in a supportive, fast-paced environment.
• Flexible scheduling options, including weekend shifts if desired.
• Be part of a growing team that values collaboration, mutual respect, and personal growth.