Customer Service Rep for E-Commerce Brand (Shopify + Freshdesk Experience Required)

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: TYPE OF WORK

Full Time

: SALARY

400

: HOURS PER WEEK

41

: DATE UPDATED

May 22, 2026

JOB OVERVIEW

About Us

We are a fast-growing direct-to-consumer brand selling hunting and tactical electronic earbuds, hearing protection, and outdoor gear. We're based in Canada and ship across the USA. Our customers are hunters, shooters, and outdoor enthusiasts who expect knowledgeable, fast support.

We're part of a small but growing portfolio of e-commerce brands, and we're looking for a dedicated, full-time customer service rep to own the inbox and help us deliver the kind of support that turns first-time buyers into lifetime customers.

What You'll Do

- Respond to customer emails, chats, and social media DMs via Freshdesk
- Process refunds, exchanges, and returns inside Shopify
- Track shipments, troubleshoot delivery issues, and coordinate with our 3PL
- Escalate recurring issues, supplier defects, and trends to management
- Maintain and improve our macros, canned responses, and help docs
- Hit response time SLAs (first response under 4 hours during your shift)
- Keep CSAT scores high and contribute to a 5-star review experience

Required Experience

- Minimum 2 years of customer service experience for a Shopify-based DTC brand
- Hands-on experience with Freshdesk
- Comfortable inside Shopify Admin (orders, refunds, draft orders, fulfillment edits)
- Excellent written English — clear, warm, and professional
- Strong typing speed and ability to manage 80+ tickets per day
- Reliable home internet (minimum 25 Mbps) and a backup connection or plan
- Quiet workspace and a working computer

Nice to Have

- Familiarity with ----------
- Experience handling chargebacks and PayPal/Shopify disputes
- Previous work supporting a US or Canadian-based brand on EST hours

What We Offer

- $400 USD/month base salary, paid every two weeks via Wise or your preferred method
- Performance bonus tied to monthly CSAT score — the better your customer satisfaction ratings, the more you earn on top of base. Details shared with shortlisted candidates.
- 13th-month pay after 12 months of tenure
- Paid Philippine holidays after probation
- Long-term, stable role with a growing company (we're not a "let's see if this works" gig)
- Performance reviews and raise opportunities at 6 and 12 months
- A small, direct team — no corporate bureaucracy, fast decisions

SKILL REQUIREMENT

Freshdesk Shopify Customer Service

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Customer Service Rep for E-Commerce Brand (Shopify + Freshdesk Experience Required)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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