Ecommerce Specialist

Talentoma; New York (NY); Remote; USD 43,000 - 64,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Talentoma is seeking an Ecommerce Specialist to support customers with online orders, product details, returns, and store navigation. This fully remote role operates within New York time zones and the ecommerce support team, focusing on clear written communication and timely responses.

You will use Magento, Freshdesk, and Pipedrive to review orders, respond to inquiries, and coordinate with product information and operations.

Qualifications

• High school diploma or equivalent.
• 1-2 years ecommerce support or related experience preferred.
• Familiarity with online shopping workflows and customer questions preferred.
• Experience using Magento to review storefront and order information preferred.
• Experience using Freshdesk and Pipedrive to manage customer requests preferred.
• Ability to explain product details and next steps clearly to customers.
• Strong written communication for email and ticket responses.
• Ability to manage a queue of customer requests and coordinate with the right contact.
• Reliable equipment and quiet workspace with 40-hour weekly availability.
• Authorization to work in the United States.
• Fully remote work supporting customers via online store systems.
• Structured onboarding and training on Magento, Freshdesk, Pipedrive, and workflows.

Responsibilities

• Receive customer questions through support channels and prioritize by urgency.
• Review order details, product descriptions, availability, returns, and store information.
• Use Magento to review product pages, variations, and storefront data.
• Record interactions and outcomes in Pipedrive for team context.
• Guide customers through store navigation, account access, and checkout steps.
• Coordinate with product information for clarifications or corrections.
• Follow up with customers and provide updates until resolution.
• Escalate unresolved issues to the team lead or operations contact.
• Identify patterns in questions to improve help articles and storefront info.
• Maintain high-quality responses, timely turnaround, and thorough ticket notes.

Skills

Written communication

Customer support

Time management

Remote work

Attention to detail

Education

High school diploma

Tools

Magento

Freshdesk

Pipedrive

Job description

Monthly Pay: $3,868 - $5,777 USD per month

Summary:

When customers reach out, this role makes sure they leave with clear answers about online orders, products, returns, and store navigation. The Ecommerce Specialist supports a reliable shopping experience by reviewing customer questions, researching product and order details, and coordinating timely responses that help shoppers complete their next steps. This position sits within the ecommerce customer support team and works under a customer service team lead while partnering with customers, support teammates, product information contacts, and operations contacts. The role is fully remote and work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Success in this role comes from careful follow-through, helpful written communication, and a consistent focus on making online shopping information easy to understand.

Job Responsibilities

• Receive customer questions through a support platform such as Freshdesk, email, and assigned service tickets, then prioritize requests by urgency and customer need.
• Review order details, product descriptions, availability messages, return status, and store information before preparing clear, accurate responses.
• Use an ecommerce platform such as Magento to review product pages, item variations, customer order details, and storefront information relevant to each request.
• Record customer interactions, research steps, requested actions, and outcomes in a CRM such as Pipedrive so teammates have clear context.
• Guide customers through online store navigation, account access steps, product selection questions, checkout concerns, and return instructions without making unsupported promises.
• Coordinate with product information contacts when product details, images, sizing guidance, or availability messages need clarification or correction.
• Follow up with customers when additional information is needed and provide updates until the request has a clear outcome.
• Escalate unresolved order, payment, delivery, website, or product display issues to the customer service team lead or appropriate operations contact with complete notes.
• Review recurring customer questions and share patterns with the support team to improve help articles, response guidance, and storefront information.
• Maintain work quality through accurate answers, timely turnaround, complete notes, and dependable follow-up on assigned service tickets.

Qualifications

• High school diploma or equivalent.
• About 1-2 years of ecommerce support, online retail, storefront administration, or related experience preferred.
• Familiarity with online shopping workflows, product pages, checkout steps, order updates, returns, and customer questions preferred.
• Experience using an ecommerce platform such as Magento to review storefront, product, and order information preferred.
• Experience using a support platform such as Freshdesk and a CRM such as Pipedrive to manage customer requests preferred.
• Ability to interpret product details, compare order information, and explain next steps in clear, customer‑friendly language.
• Strong written communication for email and ticket responses, with a professional and helpful tone.
• Ability to manage a queue of customer requests, recognize when details are missing, and route concerns to the appropriate contact.
• Reliable computer, high‑speed internet, and a quiet private workspace, with availability for the 40‑hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work supporting customers through online store systems.
• Structured onboarding and training on Magento, Freshdesk, Pipedrive, product information, and service workflows.
• Regular check‑ins with the customer service team lead for guidance, feedback, and support.
• Skill building in ecommerce operations, storefront navigation, customer request research, and service ticket resolution.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.