Offer summary

Qualifications:

Bachelor’s degree in a relevant field, 3+ years in a customer service/support role for an e-commerce/Shopify brand, Deep experience with Shopify, Gorgias, Prive, and Google Workspace, Professional fluency in English with excellent communication skills..

Key responsabilities:

Respond promptly to customer inquiries regarding orders, products, and technical issues.

Maintain organized customer support ticketing system and coordinate with other departments.

Gather customer feedback to identify areas for improvement in the customer experience.

Perform administrative tasks and special projects as needed.

Job description

About Us

Pomelo places the best offshore talent with top brands, startups, and agencies across the globe. We enable hard-working and ambitious talent to work remotely from their home countries, while gaining exposure into how the world’s top companies operate.

About the Role

We’re looking for a Customer Service Manager with amazing communication skills and customer empathy to join a fast-growing e-commerce/Shopify brand. You’ll be responsible for handling customer inquiries in a friendly and professional manner, resolving customer issues and complaints, and establishing a deep understanding of the brand’s products. We're looking for someone who responds lightning-fast and always goes above and beyond to surprise and delight customers.

Responsibilities

Respond promptly to resolve customer inquiries or issues regarding order status, product information, shipping details, returns, customer accounts, website functionality, payment methods, technical difficulties, and more
Process customer inquiries and concerns thoroughly, record and file all required documents, and coordinate with other departments as needed
Maintain organized customer support ticket and follow-up system, assign Ticket Fields and SKU tags to tickets accurately
Review and process customer feedback on review platforms
Coordinate with internal teams and warehouse team to support customer needs
Maintain accurate records of customer interactions, including feedback and complaints
Actively listen to customer feedback and gather insights to identify areas for improvement in the customer experience, communicating customer feedback to the appropriate teams to improve customer satisfaction
Perform ad hoc administrative, business operations, and special projects tasks as needed

Qualifications

Bachelor’s degree in a relevant field
3+ years in a customer service/support role for an e-commerce/Shopify brand
Deep experience with Shopify, Gorgias, Prive, and Google Workspace
Professional fluency in English with excellent written, reading, and speaking skills
Access to a laptop/desktop with reliable and fast Internet connection
Ability to work in any US time zone, Monday to Friday (8 hours per day)
Previous experience working the overnight shift

Benefits