Customer Service Agent for Shopify Ecommerce Brand

We are a fast-growing Shopify ecommerce brand looking for a sharp, reliable Email Customer Support Specialist who can take ownership of our inbox, clear a significant backlog, and maintain quality at speed — all while following established SOPs to the letter. This role suits someone who's energized by high-volume environments, takes pride in a clean inbox, and understands that consistency and precision are what separate good support from great support. What You'll Be Doing - Managing a high volume of customer emails daily through Zendesk - Working through inbox backlogs efficiently without cutting corners on quality - Following SOPs for refunds, replacements, order modifications, shipping queries, and common FAQs - Pulling order details, tracking information, and customer history from Shopify - Tagging, categorizing, and closing conversations accurately in Zendesk - Escalating edge cases with clear context so nothing falls through the cracks - Writing responses that are professional, warm, and on-brand — never robotic What We're Looking For - Available 40–45 hours per week across a 7-day roster (this is a must) - Hands-on experience with Zendesk (or comparable helpdesk platforms) - Solid background in Shopify ecommerce customer support - Proven ability to perform in high-volume inbox environments - Highly organized with strong attention to detail - Ability to follow SOPs precisely and consistently - Fast, focused, and dependable — you don't need chasing - Strong written English that sounds human and professional - Self-directed and comfortable working independently Performance Expectations - This is a performance-driven role — daily output is tracked - SOP compliance is non-negotiable - Quality and speed aren't trade-offs here — both are expected - Reliability and consistency matter as much as raw volume To Apply (Mandatory) Your application must include answers to all four of the following — incomplete applications won't be reviewed: - Your experience with Shopify ecommerce customer support - Your experience using Zendesk (or similar tools) - How many emails you can confidently handle per day in a high-volume, SOP-driven environment - Your availability — confirm you can commit to 40–45 hours per week across 7 days