Customer Support Agent (Ecommerce / Pet Health) — Richpanel + Shopify, 40hrs/week

We're a US-based pet health ecommerce brand looking for an experienced customer support agent to join our remote team. You'll handle a high volume of customer tickets across email and chat, focused on order issues, subscriptions, refunds, and product questions. This is a busy queue. We need someone who works fast without dropping quality, and who can follow process precisely rather than improvising. What you'll do: Respond to customer tickets in Richpanel (email + chat), meeting response-time targets Process and troubleshoot Shopify orders, refunds, and subscription changes Handle subscription cancellations and billing questions with care and accuracy Follow our macros, escalation paths, and tagging conventions consistently Flag recurring issues so we can fix root causes, not just symptoms You must have: 2+ years in ecommerce customer support Hands-on experience with Richpanel (or a comparable helpdesk: Gorgias, Zendesk, Freshdesk) and Shopify Excellent written English, near-native fluency A quiet workspace, reliable high-speed internet, and a working backup connection Availability to overlap with ET hours and work 40 hours/week Nice to have: Experience in health, supplements, or subscription-based ecommerce Comfort with high daily ticket counts Please write "I have read it all" at the beginning of your proposal so we know you have understood the job description.