Customer Support Specialist (Shopify E-commerce & Refunds)

# Customer Support Virtual Assistant (Shopify & Email Support) We're hiring a detail-oriented Customer Support Virtual Assistant to manage customer emails, process refunds, and deliver an exceptional customer experience for our growing e-commerce supplement brands. You will be responsible for handling customer inquiries efficiently, resolving routine issues independently, and escalating complex cases when necessary. This role is ideal for someone with strong written English, Shopify experience, and a proven track record in high-volume customer support. ## Responsibilities * Respond to customer emails promptly and professionally * Process refunds, replacements, and order adjustments through Shopify according to company policies * Handle shipping, tracking, subscription, and product-related inquiries * Maintain and improve customer service templates and SOPs * Escalate complex customer issues when necessary * Track recurring customer issues and provide feedback to management * Maintain accurate records of refunds, complaints, and escalated cases * Follow supplement industry compliance guidelines in all customer communications ## Performance Expectations * Maintain an average response rate of 20-30+ customer emails per hour * Process 30-70+ customer emails daily depending on ticket volume * Maintain inbox response times within 24 hours * Achieve and maintain 95%+ customer satisfaction ratings * Demonstrate strong accuracy when processing refunds and order changes * Work efficiently with minimal supervision ## Requirements * Excellent written English * Previous Shopify customer support experience * Strong attention to detail * Ability to handle upset customers professionally * Reliable internet connection and availability during assigned shifts * Experience supporting e-commerce or supplement brands preferred Compensation * Hourly, based on experience * Long-term opportunity for top performers * Performance and productivity will be monitored based on ticket volume, response quality, and efficiency