Specialty
Languages and tools
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The role
The company, a DTC brand selling stainless steel cat water fountains, needs experienced e-commerce support agents on an hourly remote contract to clear a high ticket volume. Work is 30 to 40+ hours a week with a possible move to full-time.
What you will do
- Resolve 100+ tickets per day with a friendly, helpful tone
- Handle subscription tickets: cancellations, saves, refunds and failed payments
- Resolve shipping, product and technical issues independently
- Work in Richpanel, Commslayer and Shopify from day one
- Report recurring product issues and shipping delays to operations
What they ask for
- Fluent English, written and spoken
- 3+ years of customer support for DTC e-commerce brands
- Hands-on Richpanel and/or Commslayer plus Shopify; Gorgias or Zendesk is a plus
- Experience with subscription billing, cancellations, saves and chargebacks
- Fast typing and ease with multiple tools at once
- Can start within 1-4 days and commit 30-40+ hours per week
- Willing to work overtime or weekends when needed
- Targets: response time under 1 hour and CSAT of 4.8/5 or higher
What they offer
- Hourly contract, fully remote
- Possible conversion to permanent full-time role
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