E-Commerce Inbound Calls and Abandoned Cart Recovery

We're a fast-growing e-commerce brand looking for a proactive, customer-focused Customer Support Representative to join our team on a long-term basis. If you're passionate about delivering exceptional customer experiences and enjoy assisting customers via phone, live chat, and email, we'd love to hear from you. This is a full-time remote position with excellent opportunities for career growth as our business continues to expand. Key Responsibilities As our Customer Support Representative, you will: Handle inbound customer calls regarding orders, shipping, returns, exchanges, and product inquiries. Contact customers with abandoned or stranded carts, address objections, and help them complete their purchases. Provide live chat support by answering product questions and guiding customers toward the right buying decisions. Process returns, exchanges, refunds, and warranty requests accurately and efficiently. Resolve customer concerns professionally and escalate complex issues when necessary. Maintain detailed and accurate customer records within our helpdesk and CRM systems. Follow up on open support tickets, unresolved conversations, and pending customer requests until fully resolved. Requirements We're looking for someone who has: Excellent written and spoken English with a confident, friendly, and professional phone presence. Previous experience in customer support, call centers, or e-commerce businesses. Experience handling inbound calls, outbound follow-up calls, and live chat during the same shift. Hands-on experience with Shopify or similar e-commerce platforms. Experience using customer support platforms such as Zendesk, Gorgias, Freshdesk, or similar helpdesk software. A reliable high-speed internet connection and a quiet, professional work environment. Availability to work full-time during US Eastern Time (EST) business hours. Preferred Qualifications Candidates with the following experience will have an advantage: Previous experience working with DTC (Direct-to-Consumer) e-commerce brands. Proven success in recovering abandoned carts and overcoming customer objections. Experience handling PayPal disputes, Shopify disputes, and chargebacks. Comfortable using AI tools (such as ChatGPT or similar) to improve response quality and productivity. Work Schedule Full-Time Monday – Friday US Eastern Time (EST) Business Hours Compensation $6.00 – $10.00 per hour, depending on experience and qualifications. Performance-based growth opportunities are available for the right candidate. How to Apply Please include the following in your proposal: A brief summary of your customer support experience, particularly with e-commerce businesses. Your experience with inbound calls, abandoned cart recovery, and live chat sales/support. The e-commerce platforms, CRM systems, and helpdesk tools you've worked with. Your availability during US Eastern Time (EST) business hours. A short voice recording introducing yourself and highlighting your customer service experience.