Remote job
Ecommerce Customer Support Specialist
Job details
About this role
Role overview
Provide timely, accurate support to online retail customers in Canada and the United States during the busy Black Friday and holiday season. This temporary, hands-on role focuses on order questions and post-purchase issues, with careful recordkeeping and appropriate escalation of unusual or higher-risk cases.
Responsibilities
- Monitor customer inquiries and provide clear, professional responses about online orders. - Help with order confirmations, payment and fulfillment status, shipping estimates, delivery updates, tracking, and routine changes under established procedures. - Investigate missing, delayed, incomplete, incorrect, duplicate, or damaged orders by gathering relevant details and coordinating follow-up. - Answer basic questions about products, availability, the website, and promotions using approved information; route clinical, technical, authenticity, or policy questions to the right team. - Perform routine order and address checks, document outreach, and escalate cases with conflicting information or elevated risk. - Coordinate cancellation, return, replacement, and refund requests within assigned authority, and keep accurate case notes with actions, approvals, ownership, and follow-up dates.
Requirements
- Experience in e-commerce customer service, online retail, or high-volume customer support. - Strong written communication, sound judgment, and a calm, customer-focused approach. - Ability to manage a busy inquiry queue while maintaining accuracy, prioritization, and follow-through. - Organization and attention to detail, including the ability to resolve routine issues and recognize when escalation is needed. - Comfort working in a fast-paced promotional retail period.
Nice to have
- Familiarity with an e-commerce storefront platform, CRM, shared inbox, or order-management system. - Experience supporting customers in Canada and the United States.
Benefits and work setup
- Temporary assignment for the November–December holiday support period.