Senior Turnkey Customer Support & Operations Specialist

Location: Remote (Sourcing across the Philippines, South Africa, and Latin America).
Hours: Full-time, 4:00 PM and 5:00 PM PST (US Pacific Time)
Base Salary Range: $1,500 – $2,000 USD / month (scaled strictly according to regional cost of living and technical design expertise).
Performance Bonus Structure: Our founder heavily prioritizes rewarding top-tier execution. Concrete, achievable milestones are built into this role, including:
- An extra $50 USD / week for maintaining flawless zero-complaint customer service loops.
- An extra $50 USD / week upon successfully transitioning to and mastering voice calls.
- Performance incentives tied to successful phone order conversions.
- Comprehensive monthly volume/success bonuses scaling up to $500 USD / month.
Compliance Requirement: The selected candidate will be required to execute a strict Non-Disclosure Agreement (NDA) prior to receiving system access.

Company Overview

We are a rapidly growing, high-volume e-commerce brand specializing in 100% USA-made specialty gun parts, tools, and tactical equipment. Averaging 100 to 150 orders per day, we take immense pride in our manufacturing quality and our commitment to the American market.

We operate in a fast-paced environment and value high agency, radical transparency, and an unrelenting focus on maintaining a seamless customer experience to protect our brand reputation and eliminate chargebacks.

Role Summary

We are looking for a seasoned, highly autonomous, and Senior Customer Support & Operations Specialist to step into a fast-moving, deep-water environment. Currently, our founder is running the job of four to five people. We need a "turnkey" professional who can immediately absorb a massive backlog of live chats, text messages, and email tickets, with the explicit goal of transitioning into handling high-volume voice support within 1 to 4 weeks.

This is not a position for a beginner or someone who needs hand-holding. You will own the primary support inbox and must be comfortable maintaining a highly disciplined workflow while working independently.

Key Responsibilities

Omnichannel Ticket Management: Manage, prioritize, and clear daily backlogs of customer queries flowing through email (Gmail), SMS/text messages, and live chat, keeping the total open queue under 20 open tickets at all times.
Platform Operations: Master and maneuver our backend platforms, transitioning from the native Shopify inbox into our automated AI platform (VanChat) to resolve dynamic customer inquiries.
Transactional Order Exceptions: Proactively resolve shipping limitations (e.g., reaching out to customers restricted by state shipping regulations to source alternative addresses), address changes, missing tracking numbers, transit delays, and return-to-sender parcels.
Financial & Return Logistics: Authorize and process standard returns, coordinate exchange logistics, and execute accurate refund requests in alignment with store policies to completely mitigate credit card chargebacks.
Transition to Voice Support: Rapidly absorb product/shipping scripts within your first month to confidently field 40 to 60 customer phone calls per day, managing inquiries professionally and converting conversations into successful outcomes.
Operational Adaptability: Because support queues may not absorb a full 8-hour block, you must act as an operations grinder—proactively taking on data entry, social media campaign tracking, and email newsletter support.

Qualifications & Technical Requirements

Experience: 2+ years of hardcore, fast-paced e-commerce customer service experience. Background supporting first-world markets (US, Australia, UK) is strictly required.
Platform Mastery: Demonstrated hands-on experience utilizing Shopify, digital support chat interfaces (Zendesk, Freshdesk, or Shopify Inbox), and email suites (Gmail). Comfort adapting to new AI-driven tools like VanChat is a must.
Language Proficiency: Flawless, accent-neutral or near-native English communication skills (both spoken and written). Communication must feel natural, authoritative, and second nature to a US-based consumer base.
Industry Savvy (Preferred): Familiarity or comfort with firearms, tactical parts, or gun tools is a massive plus. The ideal candidate must be completely comfortable and confident representing a premium gun-tool brand.
Workplace Integrity: Absolute dedication to a single full-time role. Candidates holding or hunting for double-employment/multiple jobs will be automatically filtered out.
Technical Infrastructure: Must possess a highly professional, dedicated remote workspace equipped with an elite machine (e.g., Apple Mac), high-speed fiber internet, professional lighting, and complete backup power/load-shedding mitigation.

Soft Skills & Cultural Fit

High Agency & Autonomy: An absolute self-directed grinder who doesn't require supervision, takes immediate pride in their metrics, and looks for things to optimize during down periods.
Deep Empathy & Resilient Composure: Able to deliver a premium, personalized, non-generic support experience even when dealing with frustrated or high-pressure customers.
Growth Mindset: An ambitious individual hungry to scale within the business. This role is designed to expand organically into high-level sales and operational support over the coming years.

Customer Support Specialist (PH/SA) - 60797956458