Job Openings Customer Support Specialist

About the job Customer Support Specialist

JOB DETAILS

Job Title: Customer Support Specialist
Location: Remote
Reports To: Customer Support Lead
Work Shift: Australian Eastern Time Zone
Working Hours: 40 hours per week, Full-time

Schedule Requirement:

  • Five days per week, including mandatory Saturday and Sunday coverage.

  • The remaining three weekdays are flexible.


Job Description

We are seeking a Customer Support Specialist to support growing customer inquiry volume, particularly during weekends.

This role will work alongside an existing support team member to ensure timely, professional, and empathetic responses across all customer touchpoints. The primary focus will be managing high email volume while maintaining service quality and protecting brand reputation.

The ideal candidate is experienced in eCommerce customer support, detail-oriented, and comfortable handling order-related issues independently.


Key Responsibilities

Customer Communication

  • Respond promptly and professionally to customer inquiries via Gorgias, email, and social media platforms

  • Ensure all responses are clear, accurate, empathetic, and aligned with brand tone

  • Maintain response time standards, particularly during high-volume periods


Order & Fulfillment Support

  • Manage and resolve order-related inquiries using Shopify and ShipMonk

  • Track order statuses and investigate shipping delays

  • Provide timely updates and solutions to customers

  • Coordinate with fulfillment partners to resolve delivery issues, returns, and order discrepancies


Weekend Coverage

  • Provide consistent and reliable support coverage on Saturdays and Sundays

  • Help reduce backlog and maintain inbox control during peak periods


Customer Experience Optimization

  • Identify recurring issues and suggest process improvements

  • Maintain accuracy in customer records and order details

  • Collaborate with marketing and fulfillment teams when escalation is needed


Qualifications

Required

  • Previous experience in customer support within an eCommerce environment

  • Experience handling high email volume

  • Strong written English communication skills

  • Ability to remain calm and solution-focused under pressure

  • Strong attention to detail and accuracy


Nice to Have

  • Experience with Gorgias, Shopify, and ShipMonk

  • Experience supporting weekend customer coverage

  • Familiarity with social media engagement in a support context


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