Live Chat Customer Service Representative

LIVE CHAT CUSTOMER SERVICE REPRESENTATIVE ABOUT THE ROLE We are seeking an experienced, detail-oriented Customer Service Representative to manage customer support across Shopify support channels, Freshdesk, Slack, and our website live chat. This role is not simply answering chats. We are looking for someone who takes ownership of customer issues, investigates problems, resolves issues independently, and ensures every action follows Shopify policies, company procedures, and customer service best practices. The ideal candidate is reliable, highly responsive, an excellent written communicator, and capable of balancing customer satisfaction with strict compliance requirements. KEY RESPONSIBILITIES • Provide professional, timely, and empathetic support through Shopify and website live chat channels. • Handle customer inquiries related to orders, returns, refunds, exchanges, shipping issues, product questions, and account concerns. • Review customer situations thoroughly and identify the best resolution while protecting company interests and maintaining customer satisfaction. • Follow Shopify policies, return guidelines, messaging rules, and company procedures at all times. • Document customer interactions accurately within Freshdesk. • Communicate clearly with team members through Slack. • Escalate unusual cases when appropriate while taking ownership of issues from start to finish. • Identify recurring customer issues and recommend process improvements. • Maintain high customer satisfaction ratings and response-time standards. • Monitor for potential fraud, abuse, policy violations, or situations that may create Shopify account risk. REQUIRED QUALIFICATIONS • Excellent written English with professional grammar and communication skills. • Previous experience supporting customers through live chat and email. • Experience with Shopify customer support processes, Shopify Buyer Messaging, or Shopify Returns. • Experience using Freshdesk. • Comfortable using Slack for internal team communication. • Strong problem-solving and investigative skills. • Ability to make sound decisions independently without constant supervision. • Highly organized with strong attention to detail. • Comfortable handling multiple conversations and priorities simultaneously. • Reliable internet connection and consistent work availability. AVAILABILITY REQUIREMENTS • Available a minimum of 6 hours per day. • Available between 7:00 AM and 7:00 PM Pacific Time. • Available at least 5 days per week. WHAT WE ARE LOOKING FOR • Takes ownership of customer issues until fully resolved. • Thinks critically rather than relying only on scripts. • Protects customer satisfaction while maintaining Shopify and company compliance. • Is dependable, responsive, and accountable. • Communicates clearly and professionally in every interaction. • Follows processes consistently while identifying opportunities to improve them.