Remote eCommerce Customer Support Agent

Introduction: Your Voice, Our Frontline

If you're someone who thrives on helping others and values human connection—even through a screen—you may be the ideal fit for this meaningful remote opportunity. As a Remote eCommerce Customer Support Agent, you'll be the heart of our support experience, guiding customers through their shopping journey with empathy, attentiveness, and professionalism. This role empowers you to make a direct impact on customer satisfaction, brand loyalty, and the digital shopping experience. With a competitive salary of $62,727 per year and a people-first culture that embraces remote inclusivity, your next rewarding chapter could start here.

Key Responsibilities: What You'll Own and Elevate

• Respond promptly and compassionately to customer inquiries via email, live chat, and phone support, ensuring each interaction is positive and solution-focused.
• Troubleshoot order issues such as delays, missing items, or returns, and follow up with urgency to ensure complete resolution.
• Document customer feedback and support patterns to help optimize future interactions and internal processes.
• Maintain up-to-date knowledge of product offerings, seasonal promotions, shipping policies, and inventory changes.
• Collaborate with eCommerce teams to escalate and resolve system glitches, product issues, or stock concerns.
• Demonstrate a proactive approach in spotting patterns that could lead to common user frustrations and suggesting improvements.
• Help build and refine our knowledge base articles and internal FAQs for continuous learning and consistency.

Work Environment: Where Comfort Meets Collaboration

Enjoy the flexibility of a role designed for remote productivity, where you can work from any environment that supports your focus and comfort. You're most productive. Whether that’s a dedicated home office or your favorite quiet corner, we support a healthy work-from-home setup.

Collaboration and Communication

You’ll engage with a globally diverse team through video calls, shared digital spaces, and weekly town halls. Collaboration tools like Slack, Zoom, and Asana keep you connected without compromising flexibility.

Inclusive Culture

Our inclusive workplace embraces individuals from all backgrounds, ensuring that your unique voice contributes to a stronger, more connected support culture.

Tools and Technology: What You’ll Use to Succeed

We equip you with everything you need to deliver exceptional service.

Core Platforms

• Zendesk for ticket management
• Shopify for order insights
• Gorgias for streamlined eCommerce support

Analytics and Training

Our team leverages analytics dashboards to track service quality and customer sentiment in real-time. Training is continuous, with workshops focused on remote communication, tone sensitivity, and de-escalation best practices.

Qualifications: Who You Are

• Minimum 1 year of experience in customer support, preferably in an e-commerce or digital retail setting.
• Strong written and verbal communication skills—you're someone who can turn frustrated users into brand champions.
• Demonstrated emotional intelligence and problem-solving ability in fast-paced or high-volume environments.
• Proficiency with support platforms like Zendesk, Freshdesk, or similar.
• Comfortable navigating order management systems and CRM tools.
• A self-starter who works well independently, yet thrives in a remote team culture of shared success.
• Passionate about inclusive service and ensuring each customer feels heard and valued.

Growth Opportunities: Where This Role Can Take You

Our Customer Support team is a launchpad for internal mobility. Previous agents have gone on to lead knowledge management, operations, and training roles within the company.

Career Development Support

We believe growth should never feel exclusive—whether you're looking to deepen your expertise or expand into new areas, your journey here is fully supported.

Inclusive Workplace: Our Commitment to You

Diversity isn't just a buzzword—it’s a principle we live by daily.

Equal Opportunity Principles

Our inclusive workplace welcomes people of all gender identities, races, ethnicities, abilities, and experiences. We actively uphold equal opportunity principles and maintain an inclusive hiring approach grounded in respect, fairness, and accessibility for all applicants. and to maintain a respectful, bias-free hiring process.

Stories that Shape Us

The stories that shape our team are diverse and influential, from caregivers balancing family commitments to individuals transitioning into remote careers. Here, your background is seen as an asset that strengthens our collective success.

Employee Story: Connection Beyond Screens

One of our long-standing team members, Alex, joined during a career pivot after taking time off to care for a parent. From their first week, they felt welcomed and supported—not just by direct teammates, but by the broader leadership team.

Mentorship and Impact

Alex now mentors new hires, bringing both professional excellence and lived empathy to the onboarding experience. Stories like Alex's inspire our belief that remote work can still be deeply human.

Call to Action: Ready to Help Shape Exceptional Experiences?

If you're someone who listens before speaking, who thrives on helping others succeed, and who believes every online shopper deserves a remarkable experience, we want to hear from you. Join a remote team that blends purpose, growth, and people-first values—where your support shapes not only sales, but relationships. Apply now to bring your compassion and skills to a role where your work truly matters.