E-Commerce Shopify Customer Service Specialist

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: TYPE OF WORK

Any

: SALARY

450

: HOURS PER WEEK

36

: DATE UPDATED

Jul 18, 2026

JOB OVERVIEW

Salary Range: $3 USD per hour, depending on experience

Work Schedule: Full-time | Remote | around 36 hours per week, including night shift availability (at least 4 hours of daily overlap with CEST/Amsterdam)

Experience Required: At least 1 year in eCommerce Customer Service / Order Support

About the Role

We are an international eCommerce company operating multiple Shopify-based stores. We are looking for a highly organized and empathetic Customer Service Specialist who will take full ownership of our daily support tickets, handling roughly 150–200 tickets per day and turn every customer interaction into a positive experience.

The ideal candidate will have a proven track record of resolving order, refund, and dispute issues quickly, and providing data-driven insights to improve response times and store health metrics.

Key Responsibilities

- Handle customer support across email and chat, replying to roughly 150–200 tickets per day.
- Answer questions about orders, shipping, returns, and products quickly and accurately.
- Process refunds, replacements, and cancellations, and keep tracking information up to date.
- Collaborate with the Dispute & Chargeback and Operations teams to de-escalate frustrated customers and help prevent disputes.
- Maintain and update Re:amaze macros, tags, and SOPs so the whole team stays consistent.
- Identify recurring issues (products, suppliers, shipping) and propose improvements to reduce complaints.
- Maintain consistent follow-ups with customers on open cases.
- Ensure all replies meet each brand's tone and documentation requirements.
- Monitor KPIs such as response time, resolution time, and customer satisfaction (CSAT).

Qualifications

- Minimum 1 year of experience in customer service, preferably for dropshipping or eCommerce stores.
- Strong understanding of Shopify, Re:amaze (or a similar helpdesk), Notion, Slack, and Google Sheets.
- Proven track record of handling high ticket volume without dropping quality.
- Excellent written communication and reporting skills (Google Sheets / Excel proficiency required).
- Exceptional attention to detail, empathy, and problem-solving skills.
- Fluent written and spoken English (written and verbal).
- Reliable internet connection and ability to work at least 4 hours of daily overlap with CEST (Amsterdam).
- Willingness to work night shifts when scheduled.
- Must be organized, proactive, and metrics-driven.

Preferred Skills

- Experience working with multiple Shopify dropshipping stores.
- Familiarity with dropshipping operations, refund policies, and logistics issues.
- Basic understanding of disputes and chargebacks, and how strong CS helps prevent them.
- Comfort writing clear, on-brand replies that match each store's tone.

What We Offer

- $3 USD per hour, depending on experience.
- Around 36 hours per week, long-term and stable, including night shift schedules.
- Salary reviews every 6 months and clear room to grow.
- Work closely with the founder and a small, ambitious team.
- A supportive international team, regular feedback, and paid training with clear SOPs.

How to Apply

Please send the following:

- Who you are, in 2–3 sentences, and your most relevant customer service experience.
- One example of a difficult ticket or customer you handled well, and how.
- Subject line: "Application – Customer Service Specialist (Your Name)"

SKILL REQUIREMENT

Shopify Google Sheets Notion

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E-Commerce Shopify Customer Service Specialist

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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