We are an established and rapidly growing e-commerce company looking to expand our customer service team. We are hiring a Customer Service Email Support Agent with at least 1 year of experience working for an e-commerce company.
This is a remote, full-time position ideal for someone who is proactive, detail-oriented, and has experience using Shopify, Zendesk, and Slack.
Responsibilities:
Respond promptly and professionally to customer inquiries via email
Troubleshoot and resolve order, shipping, or product issues using Shopify and Zendesk
Collaborate with internal teams via Slack for ticket resolutions
Accurately tag, categorize, and document all tickets
Follow our standard operating procedures and maintain high quality and empathy in all responses
Meet daily response time and customer satisfaction targets
Provide feedback and contribute to the improvement of our processes
Requirements:
Minimum 1 year experience in customer support for an e-commerce company (Shopify required)
Hands-on experience with Zendesk or a similar helpdesk platform
Proficient in using Slack for team communication
Excellent written English communication skills
Strong attention to detail, organizational skills, and ability to multitask
Independent, reliable, and capable of working remotely without constant supervision
Familiarity with Google Workspace (Docs, Sheets, etc.)
Work Schedule:
Full-time (48 hours/week)
Must be available to work flexible hours, ideally overlapping with UK/US time zones
Tools You Will Use:
Shopify
Zendesk
Slack
Google Workspace
What We Offer:
Stable, long-term, full-time remote work
Paid training and access to SOPs
Opportunities for growth within the company
Supportive and collaborative remote team environment
Generous Bonus Incentives
To Apply:
Please send your CV, along with a short cover letter explaining:
Your previous experience in e-commerce customer support
The tools you've used (specifically Shopify, Zendesk, and Slack)
Why you're a good fit for this role
Only applicants who meet the requirements will be contacted for an interview.
Job Type: Full-time
Pay: R$540,400.00 - R$810,600.00 per month
