Customer Service

We are looking for a highly capable, thoughtful and proactive Customer Support Specialist to join our growing e-commerce company.
This is not a role where we are looking for someone who simply copies and pastes responses.
We are building a company with the ambition to grow into a multi-million-dollar e-commerce business, and we are looking for people who want to grow with us along the way.

At this stage, your main responsibility will be customer support. But for the right person, there is significant room to grow into a larger role within our company as our team, order volume and operations expand.

What We Are Looking For
We need someone who can work within clear systems, prompts, guidelines and SOPs — while still being able to think for themselves.

You should understand that great customer service is not always about following a script word for word.

Different customers require different approaches.
Sometimes a customer needs a short and direct answer.
Sometimes they need reassurance.
Sometimes they are frustrated and need to feel heard before a solution is offered.
Sometimes the best decision is not explicitly written in a prompt, and you need to use your own judgment.

We are looking for someone who understands that difference.
You should be able to read a customer's message and naturally determine:

What is the customer actually asking?
How frustrated or concerned is this customer?
How warm, social or direct should my response be?
What solution makes the most sense in this situation?
Is this something I can solve myself or should I escalate it?
How can I protect both the customer experience and the interests of the company?

Our goal is for customers to feel like they are communicating with a real, thoughtful person — not a customer service script.

Your Responsibilities
You will be responsible for:
Responding to customer emails professionally and efficiently
Handling questions regarding orders, shipping, tracking, products, sizing, returns and refunds
Resolving complaints and difficult customer situations calmly
Following our internal customer service prompts, policies and SOPs
Using your own judgment when a situation requires a more personal approach
Adjusting your tone depending on the customer's situation
Identifying situations that could potentially lead to disputes, chargebacks or negative customer experiences
Looking for solutions instead of simply forwarding problems
Escalating important or unusual situations when necessary
Keeping customer communication organized and accurate
Learning from previous cases and improving your decision-making over time
Providing feedback when you notice recurring customer issues or operational problems
As the business grows, responsibilities may expand.

You are someone who:

Has excellent written English
Your English should feel natural, professional and human.

Has strong social intelligence
You understand tone, emotion and context. You know when to be warm and empathetic and when to be concise and solution-focused.

Can follow instructions extremely well
We work with systems, templates, prompts and clear processes. Attention to detail is very important.

Can also think independently
We do not want someone who becomes stuck as soon as a situation is slightly different from the SOP.

Takes ownership
When you see a problem, your first instinct should be: How can I solve this?

Is calm under pressure
E-commerce customer service sometimes means dealing with frustrated or emotional customers. You should be able to remain professional and solution-oriented.

Understands the bigger picture
Customer support is not only about answering an email. Every interaction affects our reputation, customer retention, disputes, reviews and long-term brand value.

Is reliable
If you say something will be done, we need to know that it will actually be done.

Wants to improve
We expect you to learn from feedback, become faster, make better decisions and continuously improve your work.

Experience
Previous customer support experience is strongly preferred, especially within e-commerce or Shopify-based businesses.

Experience with areas such as:

Shopify
Order tracking
Refunds and returns
Payment disputes / chargebacks
Customer service platforms
International e-commerce
is a strong advantage.

However, your way of thinking, communication skills, reliability and ability to learn are even more important to us than having worked with every tool before.

Growth Opportunity
We are not hiring with the intention of keeping this role small forever.
We are building for scale.
As the company grows, there may be opportunities to take on additional responsibility such as:

Improving customer service systems and SOPs
Quality-checking customer conversations
Training new customer support employees
Managing escalations
Monitoring customer support performance
Identifying recurring problems within the business
Helping build and eventually manage a larger customer support operation

Someone who joins us today as a strong Customer Support Specialist could potentially grow into a Senior Customer Support, Customer Experience or Team Lead position as the company expands.

Growth within our company will always be based on performance, ownership and capability.

What Working With Us Looks Like

We value:

Ownership over excuses.
Thinking over blindly following scripts.
Consistency over occasional great performance.
Solutions over problems.
Long-term growth over short-term thinking.

We will give you clear guidelines and systems to work with.

In return, we expect you to take your role seriously, think critically and treat the business and our customers with care.

How to Apply

How to Apply

Please record a short video and send it directly to Chadine. In the video, introduce yourself and explain what makes you a strong fit for this role.

Please cover the following:

A short introduction about yourself and your previous experience.
Your experience with customer support and/or e-commerce.
The customer support and e-commerce tools you have worked with.
Your availability.
Your expected hourly rate.
Why you are looking for a long-term position.
An example of a difficult customer situation you handled and how you resolved it.

The video does not need to be professionally edited, we simply want to get to know you, understand your experience, and learn why you believe you would be suitable for this position.

Important: At the end of your application, please write the word PEARL so we know you have read the entire job description.
We are looking for someone who wants more than just another freelance task or temporary customer service job.
We are looking for someone who can become a reliable long-term part of the company we are building.