Specialty
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The role
AJ Media runs consumer ecommerce brands and is hiring an inbound customer support specialist to work email, live chat and social DMs. The role handles orders, returns and escalations in a fully remote setup.
What you will do
- Answer customer inquiries across email, live chat and social DMs
- Resolve order issues, shipping delays, returns, exchanges and billing questions within SLA
- Escalate complex issues while owning the outcome
- Keep the helpdesk organised with tags, notes and follow-ups
- Flag recurring problems to operations and maintain FAQs, help articles and macros
- Maintain a CSAT of 90% or higher
What they ask for
- 1 to 3 years of customer support experience, ideally ecommerce or DTC
- Clear, warm and professional writing
- Handles high-volume queues with attention to detail
- Comfortable with helpdesk tools such as Gorgias or Zendesk, Shopify and basic CRM
- Understands ecommerce logistics: carriers, fulfilment and refunds
- Gorgias, ReAmaze, Shopify admin or Aircall experience is a plus
What they offer
- Performance bonuses tied to CSAT and resolution metrics
- Career growth into CS team lead or CX operations roles
- Fully remote position
- Paid leaves, HMO and allowances
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