Customer Service Representative - Shopify

E-Commerce Customer Service Representative – Shopify Remote | E-Commerce About the Role We’re looking for a Customer Service Representative who genuinely enjoys helping people someone who can turn a frustrating customer experience into one that leaves the customer feeling heard, respected, and taken care of. You’ll be part of our e-commerce team, handling customer support primarily through email across our beauty brand and other consumer products. You’ll help customers with everything from order and shipping questions to returns, refunds, product concerns, and the occasional situation that requires a little extra digging. This isn’t a role for someone who simply copies and pastes a template and moves on. We’re looking for someone who can think, communicate clearly, use good judgment, and make every response feel genuinely human. What You’ll Be Doing - Respond to customer inquiries through email in a friendly, clear, professional, and timely way. - Help customers with order status, shipping, delivery, returns, refunds, exchanges, and product-related questions. - Use Reamaze to manage and respond to customer conversations and support tickets. - Use Shopify for day-to-day customer service operations, including: - Reviewing orders and fulfillment information - Editing customer orders when needed - Cancelling orders - Processing full and partial refunds - Refunding shipping charges - Updating customer information and details - Investigate customer concerns and figure out the best way to resolve them. - Handle complaints and difficult conversations calmly, professionally, and with empathy. - Coordinate with other teams when an issue requires further investigation or action. - Keep customer records and support information accurate and up to date. - Follow company policies and processes while using common sense and good judgment when situations don’t fit neatly into a script. - Spot recurring customer issues and bring them to the team’s attention. - Support customers across our beauty products and other e-commerce products as needed. - Take ownership of customer concerns from the first response until the issue is properly resolved. What We’re Looking For - 2+ years of e-commerce customer service experience is preferred. - Strong written English and excellent communication skills. - Previous experience with email -based customer support, ticketing systems, or similar platforms. - Experience with Reamaze and Shopify is a strong advantage. - Comfortable working with Shopify orders, fulfillment details, refunds, cancellations, and customer information. - Excellent attention to detail—you notice the little things that can easily be missed. - Patient, empathetic, and professional, especially when dealing with frustrated customers. - Able to handle complaints without becoming defensive or taking things personally. - Strong problem-solving and decision-making skills. - Comfortable working independently and managing multiple customer requests. - Quick to learn new products, systems, policies, and processes. - Reliable, organized, and someone who takes real ownership of their work. You’ll Probably Love This Role If You... - Actually enjoy helping people, rather than simply trying to close as many tickets as possible. - Know how to write an email that sounds warm, natural, and human—not like it came straight from a script. - Can be professional without sounding stiff or robotic. - Know how to explain things clearly, even when the situation is complicated. - Have good judgment and can figure out what to do when there isn’t an obvious answer. - Stay calm when a customer is upset. - Pay attention to details because you understand that one small mistake can completely change a customer’s experience. - Don’t wait for someone else to fix a problem when you can take ownership and solve it yourself. - Care about the overall customer experience, not just answering the question in front of you. What We Offe