E-commerce Customer Support & Operations Agent

About the role

We are hiring a part-time E-commerce Customer Support & Operations Agent to manage our online support tickets and keep day-to-day fulfillment running smoothly.

Key responsibilities

• Manage and respond to customer tickets across email, chat, and messaging channels.
• Handle order‑related questions: status, tracking, changes, cancellations, returns, refunds, and exchanges.
• Coordinate with warehouse, fulfillment, and shipping partners to resolve delays and delivery issues.
• Follow up on open orders, escalations, and unresolved cases until they are closed.
• Keep order and ticket records accurate and up to date.
• Flag recurring issues and suggest fixes that reduce repeat tickets.

Required profile

• Strong written and spoken English.
• Previous customer support experience preferred; e‑commerce or fulfillment support is a plus.
• Comfortable with helpdesk tools (Zendesk, Gorgias, Freshdesk, or similar) and e‑commerce platforms such as Shopify.
• Organized, detail‑oriented, and able to work independently across the two daily shifts.
• Reliable internet connection and a quiet place to work.
• Available for both the morning and the later shift, five days a week.

Required skills

• Zendesk
• Gorgias
• Freshdesk
• Shopify

What we offer

• Fully remote, part‑time schedule of about 20 hours per week.
• Clear processes and direct access to the founder.
• Room to grow into wider operations work as the business scales.