E-Commerce Customer Support Specialist

Summary:

We re looking for a proactive and customer-focused E-Commerce Customer Support Specialist to join our growing team. In this role, you ll support a well-known U.S.-based online retailer celebrated for offering limited-time deals on popular brand-name products.

As a key member of the support team, you ll be the first point of contact for customers helping them resolve issues, answer questions, and ensure a smooth and enjoyable shopping experience. You ll use tools like Gorgias and Shopify to manage support tickets and order-related tasks efficiently.

This position is ideal for someone who thrives in a fast-paced e-commerce environment , enjoys problem-solving, and takes pride in delivering exceptional service with empathy and precision.

Key Responsibilities:

Customer Interaction & Problem Resolution

• Provide exceptional customer support across various channels (e.g., email, chat, phone), addressing inquiries, resolving issues, and ensuring a positive customer experience for customers navigating a dynamic product catalog.
• Handle product inquiries, order status updates, returns/exchanges, and provide basic technical support as needed, often for unique and time-sensitive offerings.
• Listen actively to customer concerns, empathize with their situations, and offer effective solutions.

System Utilization & Data Management

• Efficiently navigate and utilize our primary customer support systems: Gorgias (for helpdesk management) and Shopify (for e-commerce order management). Experience with similar platforms such as Zendesk, Freshdesk, or Intercom for customer support, and WooCommerce or BigCommerce for e-commerce order processing, would be a strong asset.
• Accurately document customer interactions and resolutions within the designated systems.
• Maintain up-to-date knowledge of products, policies, and procedures to provide accurate information, adapting quickly to new product launches.

Collaboration & Team Contribution

• Collaborate closely with the eCommerce operations team to streamline processes and improve the overall customer journey.
• Communicate effectively with internal teams to escalate complex issues and ensure timely resolution.
• Contribute to a positive team environment and uphold our commitment to outstanding customer service.
• Participate in training and coaching sessions to continuously improve customer service skills and system proficiency.

Qualifications:

• Proven experience (2-4 years preferred) in a customer service or customer support role, preferably in a fast-paced e-commerce environment.
• Strong familiarity with or a quick learner of customer support software; direct experience with Gorgias and Shopify is highly advantageous.
• Excellent written and verbal communication skills in English, with a professional and empathetic tone.
• Strong problem-solving abilities and the capacity to de-escalate difficult situations.
• Highly organized, detail-oriented, and able to manage multiple inquiries concurrently in a dynamic retail setting.
• Ability to work independently with supervision and as part of a collaborative team.
• A positive attitude, strong work ethic, and a genuine desire to help customers.
• Ability to adapt quickly to new technologies and evolving customer service processes for diverse product categories.

• 100 % Remote work set-up and Work Life Balance.
• Competitive pay
• A Dynamic and Exciting E-Commerce Retail Environment: Be part of a unique e-commerce model that offers new and exciting products daily.
• Direct Impact on Customer Happiness: Your work directly contributes to a positive shopping experience for customers discovering great deals and unique items.
• Growth Opportunities: Join a rapidly expanding team with clear plans for adding more agents, offering pathways for professional development.
• Supportive Team & Leadership: Benefit from comprehensive training, continuous support from supervisors, and oversight from the eCommerce operations lead.

About BOLD Business:

Bold Business is a US-based, leading global business process outsourcing firm with over 25 years of experience and more than $7B in client engagements. We partner with companies worldwide to support their talent outsourcing and workforce scalability needs.

(Bold Business recruiters always use a @boldbusiness.com email address and/or from our Applicant Tracking System, JazzHR. Any variation of this email domain should be considered suspicious. Additionally, Bold Business recruiters and authorized representatives will never request sensitive information in email or via text.)