E-commerce Customer Support Specialist

Join Hire Hangar and work with fast-growing global companies while building a long-term, remote career.

JOB TITLE: E-COMMERCE CUSTOMER SUPPORT SPECIALIST

Location: Remote

Time Zone: US Time Zones (EST–PST)

ROLE OVERVIEW

We are looking for an E-commerce Customer Support Specialist to deliver exceptional customer experiences across digital channels. This role focuses on resolving customer issues, supporting online purchasing journeys, and ensuring smooth post-purchase support while working closely with internal teams.

KEY RESPONSIBILITIES

• Handle customer inquiries related to products, orders, payments, returns, and exchanges
• Provide clear, accurate, and empathetic support via email and chat
• Maintain detailed ticket documentation and customer records
• Collaborate with Operations and Fulfillment teams to resolve issues
• Follow established support processes and quality standards
• Identify opportunities to improve customer experience and support workflows

REQUIRED QUALIFICATIONS

• Experience providing customer support for e-commerce or online retail businesses
• Strong written communication and problem-solving skills
• Prior experience working remotely is mandatory, including fluency with remote collaboration tools such as Slack, Zoom, Google Workspace, Asana (or similar), and experience working with US or UK-based companies; applications without this experience will not be considered
• Ability to manage multiple tickets and priorities effectively
• Customer-first mindset with attention to detail

PREFERRED QUALIFICATIONS

• Experience working with international customers
• Familiarity with CRM or helpdesk systems
• Experience contributing to FAQs or help center content

TOOLS & TECHNOLOGY

• Support Platforms: Zendesk, Gorgias, Freshdesk
• E-commerce Platforms: Shopify or similar
• Collaboration: Slack, Zoom, Google Workspace

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