______________________________________________________________________

Role: Customer Support Specialist (E-commerce)
Sourcing Location: South Africa or Latin America (Remote)
Working Hours: 9:00 AM – 5:00 PM U.S. Eastern Time (might shift to be somewhat after hours)
Salary: USD 1,200–2,000 per month, commensurate with experience and qualifications.

About the Client/ Company:

The company is a rapidly growing e-commerce brand that is focused on delivering an outstanding customer experience across multiple online sales channels. As the company continues to scale, they are investing in building a more structured and efficient customer support function. They are looking for someone who can take ownership of customer support while helping improve processes and build a scalable support operation.

About the Role:

The company is seeking a proactive Customer Support Specialist with a strong background in e-commerce customer service. This role will primarily support customers through chat and email only (no phone calls) using Gorgias, TikTok Shop, and other customer support channels.

We're looking beyond someone who simply responds to tickets; they need someone who can contribute to organizing and improving their customer support function by identifying better processes, creating structure, and helping the business scale its customer experience.

This is an excellent opportunity for someone who enjoys both customer interaction and operational improvement within a fast-paced e-commerce environment.

Key Responsibilities:

Manage customer support via chat and email (no voice support)
Respond to customer inquiries through Gorgias, TikTok Shop, and other support channels
Resolve order issues, shipping questions, returns, refunds, and product defect claims
Handle affiliate-related customer inquiries
Deliver professional, empathetic, and solution-oriented customer support
Escalate complex issues when appropriate while maintaining ownership of customer communication
Identify recurring issues and recommend improvements to customer support processes
Assist with building and documenting customer service workflows and SOPs
Collaborate with internal teams to ensure timely issue resolution
Maintain accurate records within the customer support platform

Requirements:

2–5+ years of experience in customer support within an e-commerce business
Previous experience using Gorgias (highly preferred) or similar customer support platforms such as Zendesk, Freshdesk, Help Scout, or Intercom
Experience supporting customers via chat and email
Strong written English communication skills
Excellent problem-solving and conflict-resolution abilities
Highly organized with strong attention to detail
Comfortable working independently in a remote startup environment
Ability to think beyond ticket handling and proactively improve processes
Experience documenting workflows or creating SOPs is highly advantageous

Nice to Haves:

Experience with TikTok Shop customer support
Shopify experience
Understanding of order fulfillment, shipping, returns, refunds, and product defect processes
Experience supporting affiliate or influencer programs
Comfortable using AI tools to improve productivity and written communication

Ideal Candidate:

The ideal candidate is someone who has already worked in a growing e-commerce business and understands the pace that comes with scaling operations. They should be confident handling customer support independently while also identifying opportunities to improve workflows and build better systems.

This is not a transactional customer service role—the client wants someone who can contribute strategically to the evolution of their customer support function.

Customer Service Representative - 62622472320