Customer Support Specialist — E-commerce (Ownership Required)

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TYPE OF WORK

Full Time

WAGE / SALARY

$6+/hour

HOURS PER WEEK

30

DATE UPDATED

Jun 16, 2026

JOB OVERVIEW

This role is not for everyone. Read carefully before applying.

We run fast-moving e-commerce brands and we're looking for ONE person who can take ownership of customer support, solve problems independently, and keep customers calm without creating unnecessary refunds.

This is not a beginner role.

If you've only worked in low-volume support environments or need constant supervision to stay productive, this role is probably not for you.

If you've handled difficult customers, shipping issues, delayed orders, supplier mistakes, refund requests, and chargeback threats while protecting the business, keep reading.

What you'll be responsible for:

• Managing customer support from start to finish
• Handling order issues, tracking questions, shipping delays, returns, refunds, and replacements
• Preventing disputes and chargebacks whenever possible
• Identifying recurring problems and flagging them proactively
• Improving templates, workflows, and processes when you see a better way
• Communicating clearly and professionally, even with difficult customers
• Taking ownership of outcomes instead of waiting for instructions

You are a strong fit if:

• You have at least 2 years of e-commerce customer support experience
• You have worked directly inside Shopify
• You have experience with Gorgias or Re
• You know how to handle refund requests without immediately giving money away
• You can think through problems independently
• You are comfortable making judgment calls within company guidelines
• You care about both the customer experience and the business

This role is NOT for you if:

• You need constant reminders or follow-ups
• You disappear when things get busy
• You copy and paste the same response to every customer
• You wait for someone else to solve problems
• You think customer support is just answering tickets

Start your application with the word:
DIAMOND
Applications that do not follow these instructions will not be reviewed.

What we offer:

Full-time, fully remote position
A structured environment with clear expectations and measurable performance standards
Real autonomy — we hire people we trust and give them room to operate
Performance is rewarded — the people who create the most value earn more responsibility, more autonomy, and more opportunities
A stable, long-term role with a growing brand that values ownership, initiative, and results

To apply, answer the following:

Tell me about a difficult customer situation you personally handled. What happened and how did you solve it?
What is one recurring customer issue you noticed in a previous role, and what did you do about it?
Which e-commerce platforms and support tools have you used? (Shopify, Gorgias, Re, etc.)
Attach a screenshot of your internet speed.
What is your weekly availability?

We are not looking for someone to simply answer tickets. We are looking for someone who can think, solve problems, and take ownership.

SKILL REQUIREMENT
Shopify Email Support Customer Service
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