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Job Post Details

E-commerce Customer Support Specialist | Shopify | Part-Time Remote - job post

GetCSM
Remote
PHP 30,000 - PHP 32,000 a month

Job details

Pay

  • PHP 30,000 - PHP 32,000 a month

Job type

  • Part-time

Full job description

E-Commerce Customer Support Specialist

Part-Time | Remote | 20 Hours per Week | 9:00 AM – 1:00 PM NZT

To Apply, please complete our application form: https://getcsm-application-form.zite.so?job_id=ecom-css

*Candidates who do not complete these steps above will be put on low priority*

We are seeking a part-time E-Commerce Customer Support Specialist to own the support inbox and keep customers, many of whom are older or first-time online shoppers, feeling well taken care of. The goal is to free up the Founder’s time to focus on marketing and growth while ensuring customers receive fast, thoughtful replies.

Key Responsibilities

Customer Support & Inbox Management

  • Manage the customer support inbox, approximately 20 emails per day
  • Review and personalize AI-drafted email replies before sending, adjusting tone for clarity and warmth
  • Handle common customer inquiries, including order status, shipping questions, product usage, returns, and general troubleshooting

Customer Communication

  • Ensure every customer interaction is clear, warm, professional, and appropriate for an older customer demographic
  • Provide thoughtful and timely responses that create a positive customer experience

Community Management

  • Monitor and moderate comments on the Facebook page, responding where appropriate

Issue Escalation

  • Flag and escalate sensitive, unusual, or high-priority issues to the Founder promptly

Process & Operational Support

  • Maintain a simple, organized log of recurring questions or issues worth flagging back to the team
  • Identify recurring trends and communicate opportunities for improving the customer experience

Required Skills & Qualifications

Customer Support Experience: Proven experience in email-based customer support, ideally for an e-commerce brand
Written Communication: Clear, warm, grammatically clean writing suited to an older customer demographic
Customer Empathy: Able to communicate with warmth and clarity, particularly with senior or non-tech-savvy customers
AI Tools: Comfortable using AI tools to draft and refine responses efficiently without losing the human touch
Problem Solving: Able to identify customer concerns, troubleshoot common issues, and escalate when appropriate
Time Management & Independence: Reliable and able to manage a daily support queue with minimal oversight
Attention to Detail: Consistently delivers accurate, thoughtful, and high-quality customer communication

Preferred Background

eCommerce Experience: Experience supporting an e-commerce brand
Shopify: Experience using Shopify
Helpdesk Platforms: Experience using Gorgias, Zendesk, Front, or similar customer support platforms
Social Media Moderation: Experience moderating Facebook communities or business pages
Senior Customer Support: Prior experience supporting senior or non-tech-savvy customers
AI-Assisted Workflows: Experience incorporating AI into customer support workflows while maintaining a human tone

Ideal Candidate

The strongest candidate for this role genuinely enjoys helping people and takes pride in a well-written, thoughtful reply. They can work efficiently through a queue without sacrificing quality or tone, and they’re comfortable using AI-assisted workflows without losing the human element.

They take initiative, flag issues before they become bigger problems, and are comfortable working on a flexible part-time schedule with partial overlap to New Zealand hours to stay aligned with the Founder.

Key Performance Indicators

  • Daily inbox cleared consistently and on schedule
  • First response time and ticket resolution time
  • Tone quality and on-brand communication with senior customers
  • Volume of escalations requiring Founder involvement
  • Facebook comment moderation response time and quality
  • Recurring issues logged and flagged to the team
  • Reduction in Founder’s direct involvement in day-to-day support

Technology & Platform Management

eCommerce Platform: Shopify
Customer Support Platforms: Gorgias, Zendesk, Front, or similar helpdesk platforms
AI Tools: AI-assisted tools for drafting and refining customer responses
Social Media: Facebook page moderation
Documentation & Reporting: Maintain organized records of recurring customer issues and feedback to support continuous improvement

Why Join Us

  • Fully remote, stable role with clear expectations
  • Work directly with a fast-growing, tech-enabled team
  • Opportunity to grow into operations or client success leadership roles

Job Offer

  • $528 monthly (Evaluation Period)
  • $550 monthly after 6 months
  • $572 monthly after 18 months

To Apply, please complete our application form: https://getcsm-application-form.zite.so?job_id=ecom-css

*Candidates who do not complete these steps above will be put on low priority*

Full JD: https://getcsm.com/were-hiring-e-commerce-customer-support-specialist/

Pay: Php30,000.00 - Php32,000.00 per month

Benefits:

  • Additional leave
  • Company Christmas gift
  • Work from home

Application Question(s):

  • How many years of Customer Support experience do you have?
  • Have you provided customer support for an e-commerce business?
  • Have you used a customer support platform such as Gorgias, Zendesk, Front, Help Scout, or a similar helpdesk system? Please specify the platforms.
  • Are you available to work 20 hours per week from 9:00 AM to 1:00 PM New Zealand Time?
  • Do you have experience using Shopify or similar platform? Please specify.

Work Location: Remote

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