Experienced E-Commerce Customer Support Representative ($1M+/Month DTC Brands Only)

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: TYPE OF WORK

Full Time

: SALARY

$5-$8 based on experience

: HOURS PER WEEK

40

: DATE UPDATED

Sep 23, 2026

JOB OVERVIEW

We're a fast-growing e-commerce company running a portfolio of DTC brands, selling to customers in the US, UK, Canada and Australia. We're looking for experienced Customer Support Representatives who have already worked inside e-commerce brands doing at least $1M per month in revenue.

This is not an entry-level role. If you've never handled a high-volume Shopify inbox, please don't apply. If you have, and you're tired of working for brands with no process, read on.

WHY THE $1M/MONTH REQUIREMENT

At that size, support is a different job. Hundreds of tickets a day, subscription cancellations, chargeback threats, shipping delays hitting thousands of orders at once, macros, SLAs, escalation paths. We want people who have lived that and know how to stay fast and accurate under volume.

WHAT YOU'LL DO

- Work our ticket queue by email and chat: order status, shipping delays, lost packages, refunds, returns, product questions, complaints
- Handle subscription requests (pause, skip, swap, cancel) and run our retention flow on cancellations
- De-escalate angry customers and prevent chargebacks before they happen
- Look up the order, tracking and subscription status before you reply, so the customer's problem is solved in ONE message, not three
- Review and correct AI-drafted replies before they are sent
- Flag patterns to the team (a carrier issue, a product question that keeps coming back, a broken page on the site)

HOW WE MEASURE YOU

1. Response time: every ticket answered within 4 hours, 7 days a week
2. One-touch resolution: the fewer messages it takes to fully solve a ticket, the better
3. Quality: correct policy, correct product info, warm and human tone

REQUIREMENTS

- 2+ years in e-commerce / DTC customer support
- Direct experience at one or more brands doing $1M+ per month (you'll be asked to name them)
- Excellent written English: natural, warm and clear, never robotic or scripted
- Shopify admin experience (orders, refunds, cancellations)
- Helpdesk experience: Gorgias, Zendesk, Re:amaze, Freshdesk, Richpanel or similar
- Subscription app experience: Loop, Recharge, Skio or similar
- Comfortable handling refunds, chargeback threats and retention conversations
- Self-sufficient: you read the SOP once and run with it
- Stable internet, a backup connection and a quiet workspace
- Able to work hours overlapping with US time zones, including some weekend coverage on a rotation

NICE TO HAVE

- Health, wellness, supplements or beauty niche experience
- Experience training or QA-ing other agents
- Experience working alongside AI tools in support

WHAT YOU GET

- Long-term, full-time role with a growing brand portfolio
- A written SOP and handbook with clear policies, so you're never guessing
- An in-house support system where orders, subscriptions and customer history are on one screen
- Pay based on proven experience, with raises tied to performance
- Room to grow into a senior / team lead role as the team scales

HOW TO APPLY

Start your application with the words "Million dollar inbox" so we know you read the whole post. Then answer:

1. Which brands have you supported that did $1M+ per month? Include the store URL, your role, and how long you worked there.
2. How many tickets did you personally handle per day, and which helpdesk and subscription tools did you use?
3. Write the reply you would send to this customer: "I cancelled my subscription last week and you charged me AGAIN. I want my money back today or I'm disputing it with my bank."
4. Your time zone and the hours you are available each day.

Applications without the answers above will not be reviewed.

SKILL REQUIREMENT

Shopify Customer Support Gorgias

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Experienced E-Commerce Customer Support Representative ($1M+/Month DTC Brands Only)

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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