Customer Service Representative for Shopify Store

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Canada

Canada

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À propos

We are a fast-growing Shopify-based eCommerce brand looking for an experienced Customer Service Representative to manage daily customer support operations. This is not an entry-level role. We need someone who already understands how Shopify works from the inside and can confidently manage customer accounts, orders, and post-purchase issues without constant guidance.
Our store handles consistent daily order volume, and customer experience is a top priority. We are looking for someone reliable, organized, and proactive who can take ownership of the support inbox and ensure every customer receives a fast, clear, and helpful response.
This is ongoing work with stable hours for the right person.
Responsibilities
• Manage daily customer emails and support tickets
• Handle inquiries related to orders, shipping, returns, and product questions
• Navigate Shopify admin to locate and manage customer accounts
• Edit orders, update shipping addresses, and apply discounts when appropriate
• Monitor tracking numbers and delivery status
• Process refunds, replacements, and reshipments when necessary
• Tag, categorize, and organize tickets correctly inside the helpdesk
• Escalate complex issues with full documentation
• Maintain brand tone and professionalism in all communications
Requirements
• Proven experience in eCommerce customer support (Shopify-based stores preferred)
• Strong working knowledge of Shopify admin
• Ability to confidently update order details and customer information
• Experience using helpdesk systems (Zendesk, Gorgias, Freshdesk, or similar)
• Clear and professional written English
• Detail-oriented and highly organized
• Able to follow SOPs and brand guidelines
• Quick response time during assigned working hours
• Comfortable handling refund disputes and sensitive customer situations
Hours
Part-time to start (20–30 hours per week) with potential to increase as ticket volume grows.
How to Apply
Please answer the following questions:
How many years of eCommerce customer support experience do you have?
What specific tasks have you handled inside Shopify admin?
Which helpdesk systems have you used, and at what level?
How do you handle an angry customer requesting a refund?
What is your favorite color so we know you read this carefully?
Contract duration of 1 to 3 months. with 30 hours per week.
Mandatory skills: Customer Service, Customer Support, Shopify, Email Support, Product Knowledge

Canada

Compétences linguistiques

English

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