Customer Support & Marketplace Engagement Specialist

About the Role:

We are seeking a full-time Customer Support & Marketplace Engagement Specialist to join our team. This role will be primarily responsible for managing marketplace Q&A and review responses across platforms such as the App Store and Shopify, while also delivering high-quality customer support across multiple communication channels. The ideal candidate is experienced in ecommerce customer service, highly organized, and confident handling both direct customer interactions and public-facing brand communication.

Responsibilities:

• Manage marketplace Q&A and review responses across platforms such as the App Store, Shopify, and other ecommerce or marketplace channels
• Respond to customer reviews in a timely, professional, and brand-aligned manner
• Utilize expert knowledge of Shopify and ecommerce platforms to assist customers with their online shopping experience, order placement, and product inquiries
• Handle customer inquiries and concerns through phone calls, live chat, and email
• Provide accurate and timely information regarding order status, shipping, delivery, returns, and refunds
• Collaborate with internal teams to ensure efficient and seamless order processing and delivery
• Troubleshoot and resolve customer issues effectively with empathy and professionalism
• Maintain detailed records of customer interactions, inquiries, and resolutions in the CRM system
• Build and maintain strong relationships with customers by understanding their needs and providing personalized support
• Stay up to date with product knowledge, ecommerce trends, and customer service best practices
• Share customer feedback with cross-functional teams and communicate suggestions for product or service improvements
• Identify opportunities for process improvements and support the implementation of changes that enhance the customer experience

Qualifications:

• 3+ years of experience as a Customer Service Representative or in a similar customer support role, preferably in an ecommerce or online retail environment
• Strong knowledge of Shopify and other ecommerce platforms, including order management, inventory control, and payment processing
• Understanding of logistics and supply chain processes, with the ability to track shipments and resolve delivery issues
• Excellent written and verbal communication skills, with a friendly and professional demeanor
• Strong interpersonal skills and the ability to build rapport and trust with customers
• Proven problem-solving and decision-making abilities, with a practical and proactive approach
• Experience using CRM systems and other customer service tools
• Ability to manage multiple tasks, prioritize workload effectively, and stay organized in a remote work environment
• Strong attention to detail and commitment to accurate, timely follow-up
• Ability to work independently and collaboratively as part of a team
• Positive attitude, adaptability, and willingness to learn
• Empathetic, patient, and customer-focused mindset

Schedule:

• Monday-Friday, 8:00am-12:00pm PST (11pm-3am Philippine Time)

Wage:

• TBD

How to Apply:

• Please include a link to your resume. Not that we won't process applications without a resume.