E-Commerce Customer Service Advisor

We are hiring a reliable customer service advisor to manage daily customer support for a homeware brand. You will handle customer messages across our ticketing platforms and help improve response times, customer satisfaction, and reduce chargebacks. What you will do • Respond to customer messages regarding tracking, delayed deliveries, missing items, returns, and general order queries • Use ticketing platforms such as Gorgias, Tidio, and Zendesk to manage and close tickets • Access Shopify to check order details, tracking numbers, fulfilment status, and customer history • Contact our warehouse team directly when orders are delayed or items are missing • Provide clear, calm, solution-focused responses to customers • Fully resolve and close tickets while maintaining a high standard of communication • Consistently clear any backlog of tickets and keep the inbox fully up to date before logging off What you must have • Proven experience using Gorgias, Tidio, or Zendesk • Strong working knowledge of Shopify, especially the Orders dashboard • Experience in e-commerce customer service • Understanding of tracking systems, fulfilment workflows, and chargeback prevention • Excellent written English and fast response time • Ability to work independently and take full ownership of tickets What we care about • Fast first response time • High ticket resolution rate • Low backlog and strong inbox management • Lower chargeback rate • Professional, brand-aligned communication • Proactive follow-ups with customers when needed About the role • Small business environment, low daily ticket volume (typically 10–15 per day) • Paid per successfully resolved ticket, not hourly. • Flexible working hours, no fixed shift required • You are expected to monitor the inbox during your working hours and respond promptly • Direct access to warehouse contacts for fast issue resolution • Long-term opportunity if performance is strong Tracking and payment (Important) • You must log every resolved ticket in a shared Google Sheet • This is a required part of the role and used to calculate payment Each ticket entry must include: • Date • Ticket ID • Order number • Ticket type (standard, moderate, or complex) • Short note explaining the customer issue • Short note explaining how the issue was resolved • Status marked as closed • Tickets should only be logged once fully resolved and closed • The sheet is reviewed weekly and cross-checked against the helpdesk • Payment is calculated based on this sheet and paid weekly When applying, please include • Platforms you have used, and for how long • Shopify experience level • Average daily ticket volume you have handled • Your time zone and availability • Examples of customer replies you have written We are looking for someone calm, organised, and solution-focused. You must be comfortable working independently, managing the inbox without supervision, and ensuring no customer is left waiting. If you understand DTC operations and know how to prevent chargebacks before they happen, this role will suit you. Also please note, this is not an hourly rate position, payment is made per ticket resolved, and there are three payment tiers for judging the complexity of each ticket.