E-Commerce Customer Support Agent

Job Description

Remote | Full-time | U.S. Business Hours We are growing fast and looking for a sharp, caring, and reliable Customer Experience Agent to join our e-commerce team. This is a great opportunity for someone who enjoys helping people, writing in English, solving problems, and growing inside a company instead of jumping from short-term freelance role to short-term freelance role. You will support customers across the U.S. through email and chat , helping with orders, subscriptions, delivery questions, refunds, cancellations, and product support. We are not looking for someone who sends generic copy-and-paste replies. We are looking for someone who can read carefully, think clearly, communicate with empathy, and make customers feel genuinely taken care of. Why join us? Fully remote role with a stable monthly income 600 - 1100 USD payment Performance bonus program with room to increase your earnings Clear growth path into Senior Support, Quality Assurance, Training, and Team Lead roles Structured onboarding and real support from your manager and team Opportunity to work with a fast-growing U.S. e-commerce business International team environment Clear expectations, regular feedback, and no guessing about what success looks like What You Will Do Respond to customer emails and chats in clear, friendly English Help customers with order tracking, delivery issues, subscriptions, cancellations, refunds, and product questions Read the full customer conversation before replying Resolve as much as possible in one helpful response Use internal tools to complete actions before confirming them to customers Adapt AI-generated drafts when needed so every response feels accurate, human, and relevant Escalate complex situations with a clear explanation of what has happened and what should happen next Meet daily quality and productivity goals while keeping a high standard of care You may be a great fit if you Have strong written English Have experience in customer support, virtual assistance, e-commerce, or another client-facing role Are comfortable communicating with customers from the U.S. Know how to stay calm when someone is frustrated Pay close attention to details and do not rush through messages Enjoy solving problems instead of simply forwarding them Can work independently while knowing when to ask for help Have a reliable computer and stable internet connection Are available to work full-time during U.S. business hours, six days per week Experience with Shopify, Gorgias, Zendesk, Freshdesk, Loop, subscriptions, or e-commerce support is a plus, but not required. We care more about your judgment, communication skills, reliability, and willingness to learn. What success looks like in this role You will do well here if you take ownership of customer issues, communicate honestly, and make sure each customer feels heard. We will always support you when you need help. At the same time, we value accuracy and transparency. We expect our team to never tell a customer that something has been completed unless it has actually been completed in the system.