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Customer Support & Creator Contact Specialist

NIR-YU

Role overview

Qualifications

  • Strong written English (clear, human, professional)
  • Experience in Shopify or similar e‑commerce environments
  • Common sense and a solutions‑first mindset
  • Tech‑savvy and comfortable using AI tools

Responsibilities

  • Solve customer tickets (email + chat) with clear, calm, human responses that fix issues
  • Handle order + shipping questions: tracking, address changes, delivery issues, returns, refunds
  • Provide honest, nuanced product guidance
  • Communicate with creators to coordinate content, answer questions, and maintain relationships

Key facts

Hard skills

E-Commerce Admin Tools Online Communication Computational Tools Speedwriting Property Ownership

Other skills

  • Problem Solving
  • Systems Thinking
  • Reliability

About the company

NIR-YU logo

NIR-YU

Staffing & Recruiting

Nir-Yu specializes in helping Small and Medium Enterprises unlock the potential of their business. Our typical customer is worried about not being able to make enough progress on their product(s) or project(s) with their current team; they need additional team-members to deliver work on-time and with the required quality. Tight budgets also make it necessary to lower average wage costs, making it necessary to consider hiring internationally to lower costs. We help these companies by providing a bespoke service that finds and hires remote workers from Mexico, Colombia, Argentina, Chile, Brazil and other countries in LatAm based on the company’s specific job descriptions to work as an extension of their team and perform the required functions. Unlike many other companies, we don’t have a bench of contractors to be hired out, instead each team is hired specifically to meet specific requirements and to work exclusively as a remote employee.

Company details

Company typeScaleup
IndustryStaffing & Recruiting
Company size201 - 500

Links

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Job description

Responsibilities:

  • Solve customer tickets (email + chat) with clear, calm, human responses that actually fix the issues

  • Handle order + shipping questions: tracking, address changes, delivery issues, returns, refunds

  • Provide honest, nuanced product guidance — no marketing fluff, just what it does and doesn’t do

  • Communicate with creators when needed: coordinate content, answer questions, keep relationships smooth

  • Work smart with AI tools to deliver faster output without sacrificing quality

  • Improve internal systems: spot patterns, update SOPs/macros, reduce repeat questions

  • Escalate the right cases with full context so the team can act quickly

Requirements:

  • Strong written English (clear, human, professional)

  • Experience in Shopify or similar e‑commerce environments

  • Common sense and a solutions‑first mindset

  • Tech‑savvy and comfortable using AI tools

  • Reliable laptop + stable internet; ideally working with 2 screens

  • Ownership mentality — you pick things up and finish them

  • Availability Monday to Friday

  • You naturally think in systems and enjoy fixing root causes

  • Strong typing speed

  • Experience with helpdesk tools (Gorgias, Zendesk, Intercom, etc.)

  • Bonus: experience working with creators or managing content workflows

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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