Ecommerce Customer Support Specialist

ROLE CHARTER 

Temporary E-Commerce 
Customer Support Specialist 

VOS E-COMMERCE ·  CANADA + UNITED STATES ·  TEMPORARY 

EMPLOYMENT TYPE 
Temporary 

EMPLOYMENT TERM 
Black Friday & Holiday Support – Nov - Dec 

Role Overview / Purpose 

Provide responsive, accurate, and professional day-to-day customer support for VOS e-commerce customers across Canada and the United States during the high-volume Black Friday promotional period. This hands-on operational role resolves online order and post-purchase inquiries, maintains clear records, and escalates exceptions appropriately. 

Key Responsibilities 

•  Customer Service & Inbox Management: Monitor and respond to Canadian and U.S. e-commerce inquiries with clear, timely, customer-first communication. 

•  Order Support & Tracking: Assist with confirmations, payment and fulfillment status, shipping timelines, delivery updates, tracking, and routine order changes within approved procedures. 

•  Issue Resolution: Research missing, delayed, partially fulfilled, incorrect, duplicate, damaged, or marked-delivered orders; gather photos, tracking, and relevant details before coordinating next steps. 

•  Product & Promotion Support: Provide basic product, availability, website, and promotional information using approved sources; escalate clinical, technical, authenticity, or policy questions. 

•  Fraud Review Support: Complete routine order and address verification, document outreach, and support approved release checks; hold and escalate high-risk or conflicting cases. 

•  Returns, Refunds & Escalations: Coordinate cancellation, return, replacement, and refund requests within approved authority. Do not promise exceptions, compensation, discount stacking, or unconfirmed timelines. 

•  Operational Coordination: Work with e-commerce stakeholders, fulfillment partners, and customer service colleagues to resolve concerns efficiently and maintain consistent communication. 

•  Documentation & Follow-Up: Maintain accurate Shopify or approved case notes, including the request, verified facts, actions, approvals, owner, and next follow-up date.