Customer Support Executive – US E-commerce Process

Only apply if you have customer support experience in eCommerce companies (not MNC/BPO) handling US-based processes.

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Position Overview:

The Customer Support Agent is responsible for delivering exceptional service across multiple sales and social channels, including Shopify, TikTok Shop, Amazon, Walmart, Target, and various social media platforms. This role focuses on timely resolution of customer inquiries, accurate order management, proactive community engagement, and contributing to data driven insights. The agent will collaborate closely with the Customer Support Manager to improve processes, implement automations, and enhance the overall customer experience and brand reputation.

Key Responsibilities:

• Respond to customer inquiries through platforms such as Re:Amaze, Shopify Inbox, TikTok Shop, and social media channels 
• Resolve customer complaints with empathy, professionalism, and a solution oriented approach 
• Process returns, replacements, and recycling program codes in a timely manner 
• Monitor and track orders, including identifying fraud risks, errors, and updating order status 
• Manage community engagement by responding to comments and direct messages across platforms like TikTok, Meta, and others 
• Review customer feedback and product reviews, escalating trends and recurring issues 
• Contribute to data-driven insights by supporting ticket tagging, tracking sheets, and reporting processes 
• Handle ticket management, including customer inquiries, complaints, returns, and replacements 
• Perform order monitoring by reviewing daily orders for fraud risk, errors, and fulfilment issues 
• Maintain active brand presence through community engagement by responding to comments and messages 
• Monitor product and service reviews to track customer sentiment and escalate recurring concerns 
• Support reporting by tagging tickets, updating tracking documents, and contributing to performance reports 
• Assist with ad hoc projects and collaborate cross-functionally as needed 

Qualifications & Skills:

•  Minimum 1 year of experience in customer support, e-commerce, or community management 
• Strong written communication skills with the ability to adapt tone to a friendly, approachable, and solution-oriented brand voice 
• Experience with Shopify, TikTok Shop, or customer service platforms such as Re:Amaze, Zendesk, Gorgias, etc., is preferred 
• Detail-oriented, process-driven, and able to multitask effectively across multiple platforms 
• Ability to work independently while escalating issues appropriately when necessary 
• Open to work in Night Shifts plus. Proficient verbal and written communication skills.
• Working experience with business software tools (Google Sheets & Slides; Microsoft Excel & PowerPoint, etc.)
• An entrepreneurial spirit, positive attitude and creative approach to your work.