Customer Support Representative

3 days ago

Remote, Singapore Remote Staff Full time $40,000 - $60,000 per year
Job Description About the Role

TheCustomer Support Representativewill play a key role in maintaining a high standard of customer service through both email and live chat. You will be handling a high volume of customer interactions, focusing on support related to orders, shipping, and general inquiries. Initially supporting EU time zones, the successful candidate must also be open to transitioning to a U.S. East Coast schedule once training is completed and operations shift.

This is a full-time, remote role, where you'll be fully integrated with the client's team, participating in daily communication via Slack and handling tickets through a Shopify-integrated helpdesk system. You will use AI-assisted tools and pre-written templates, along with your customer service instincts, to ensure timely, thoughtful, and accurate responses.

Key Responsibilities
  • Respond to customer inquiries via email and live chat through a proprietary ticketing system.
  • Manage daily ticket batches (approx. 100 tickets/day) efficiently using AI-drafted responses and company templates.
  • Handle common issues such as order cancellations, shipping questions, and tracking updates.
  • Collaborate with the team via Slack at the start of each shift.
  • Escalate special cases to the Customer Care Lead when needed.
  • Receive and complete training on the client's ticketing and Shopify systems.
Work Schedule
  • Initial Schedule: Philippine afternoons (starting 1:00 PM PHT), aligned with EU operations.
  • Post-Training: Must be flexible and ready to shift toU.S. East Coast hoursif needed.
  • 40 hours/week (full-time)
Tools & Systems
  • Slack Daily team communication.
  • CommSlayer Internal ticketing system (training provided).
  • Shopify Basic order management and tracking.
  • Gmail Basic email handling (as a backup).
Requirements
  • Experience in customer service, preferably in an e-commerce setting.
  • Experience handling email and/or live chat support.
  • Working knowledge of Shopify (particularly order management).
  • Strong written English skills with a customer-first mindset.
  • Ability to work independently in a remote setup.
  • Reliable internet and work-from-home equipment.
Preferred Qualifications
  • Experience with AI-assisted helpdesk systems.
  • Familiarity with live chat tools and remote customer support best practices.
  • Previous support role with Shopify-based businesses.

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