E-commerce Customer Support Specialist

E-commerce CX & Operations SpecialistPart-Time, 20 hrs/week | Monday–Friday, within US business hours (9 AM–5 PM) | Long-Term Contract & Remote
About the RoleOur client is a growing US-based DTC hair-care brand focused on products for hair thinning and thickening, working with manufacturing, packaging, logistics, and fulfillment partners across Asia and the United States. This role will initially focus on customer experience and order support, then gradually expand into logistics, supplier, and 3PL coordination as the business grows. It's a strong fit for an experienced e-commerce professional who wants to grow with the company and take on more ownership over time.
Key ResponsibilitiesManage customer support tickets through Gorgias and respond to customer inquiries by email (no phone calls)Process returns and refunds through ShopifyResolve shipping-address issues, order holds, and fulfillment questionsContact customers when additional information is needed to fulfill their ordersAnswer general product questions using provided FAQs and response guidelinesIdentify questions that require clinical expertise and escalate them appropriatelyCoordinate with the 3PL on customer and order-related issuesCommunicate with suppliers, manufacturing partners, and service providersAssist with freight-forwarder communication and gather shipping quotesHelp coordinate inbound shipments so products arrive at the 3PL on scheduleGradually take on additional e-commerce and operations responsibilities
Requirements3+ years of experience in e-commerce customer experience, operations, or logisticsHands-on experience with Shopify and GorgiasExperience working with 3PLs, freight forwarders, or supply-chain partners for e-commerce brandsStrong written English with professional, grammatically correct customer communicationAvailable 20 hours per week, Monday through Friday, within US business hoursOrganized, responsive, detail-oriented, and comfortable working independentlyWilling to handle both routine customer-support tasks and broader operational workNice to have: Warehouse management system (WMS) experienceNice to have: Background in beauty, hair care, fashion, or consumer productsNice to have: Familiarity with AI tools such as Claude or similar workflow tools
Ideal CandidateYou've worked in e-commerce long enough to know that a return request often turns into a conversation with the 3PL, and you're comfortable owning both sides of that. You write clear, polished emails, keep open tickets and shipments moving without being reminded, and know when a question is beyond your scope and needs to be escalated. You enjoy the variety of a growing DTC brand and want to take on more operational responsibility as the company scales.