Customer Support Representative (Email Only) – DTC eCommerce Brand (STARTING TODAY)

We are a fast-growing direct-to-consumer (DTC) eCommerce company selling a variety of products. We are looking for a detail-oriented, professional Customer Support Representative to join our team. This role is 100% email support—no phone calls or live chat. Schedule Requirements This is a full-time position. Weekend availability is mandatory. You must be available to work: Saturday – 8-hour shift Sunday – 8-hour shift Your remaining weekly hours will be scheduled during weekdays. If you are unable to work weekends, please do not apply. Responsibilities Respond to customer emails in a professional, empathetic, and timely manner Resolve order issues, shipping delays, delivery problems, refunds, replacements, and exchanges Investigate tracking information and carrier updates Handle subscription inquiries and billing questions Follow company policies while maintaining a positive customer experience Escalate complex cases when necessary Keep accurate notes and documentation for each customer interaction Maintain high productivity while ensuring excellent quality Requirements Excellent written English (grammar and spelling are extremely important) Previous experience supporting DTC/eCommerce brands Experience with Shopify Experience with customer support platforms such as Gorgias, Zendesk, Richpanel, or similar Comfortable handling a high volume of customer emails Strong problem-solving skills Ability to work independently with minimal supervision Reliable internet connection and computer Attention to detail Preferred Qualifications Experience with subscription-based products Familiarity with payment processors such as Stripe or PayPal Experience handling refunds, chargebacks, and shipping-related issues Knowledge of logistics and order fulfillment We are looking for someone who is reliable, detail-oriented, and committed to providing an outstanding customer experience. If that sounds like you, we'd love to hear from you!