Full-Time Remote E-commerce Customer Support Specialist

We are a fast-growing Direct-to-Consumer (DTC) e-commerce brand looking for a highly skilled and empathetic Customer Support Specialist to join our existing team. We believe that exceptional customer service is the backbone of our business, and we are looking for someone who shares our passion for delivering a "6-star" experience to every customer. If you are a problem-solver who thrives in a fast-paced e-commerce environment, has a deep understanding of Shopify, and knows how to turn a frustrated customer into a loyal brand advocate, we want to hear from you. What You'll Do • Manage Inbound Inquiries: Handle customer questions, concerns, and issues via email and live chat (with the potential for phone support in the future) using Re:amaze. • Provide "6-Star" Service: Go above and beyond standard replies. We expect highly personalized, empathetic, and comprehensive responses that make our customers feel valued and respected. • Navigate Shopify Like a Pro: Efficiently manage orders, process refunds, track shipments, and troubleshoot order-related issues directly within Shopify. • Collaborate with the Team: Work closely with our existing support team to identify trends, report recurring issues, and suggest improvements to our products or processes. • Maintain Brand Voice: Ensure all communications align with our brand's tone—professional, caring, and solution-oriented. What We're Looking For • Experience: Proven experience in a customer support role for a DTC e-commerce brand. • Platform Expertise: Must be highly proficient with Shopify and Re:amaze. • Communication Skills: Impeccable written English with a knack for crafting personalized, empathetic responses (no robotic, generic replies). • Reliability: Must be able to commit to designated working hours within the AEST timezone. • Problem-Solving Mindset: Ability to think on your feet, de-escalate tense situations, and find creative solutions to customer problems. • Self-Starter: Comfortable working remotely, managing your time effectively, and taking ownership of your work.