Online Store Associate

Talentoma; Connecticut; Remote; USD 43,000 - 64,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Job summary

Talentoma is seeking an Online Store Associate to support customers remotely from Connecticut. You will answer product questions, update orders, and handle returns, enabling shoppers to navigate purchases with confidence.

This 40-hour-per-week role sits within the ecommerce support team under a team lead and collaborates with fulfillment colleagues and store administrators. Remote from home; training provided and ongoing coaching available.

Qualifications

• Experience in customer service or online retail is preferred but not required.
• Ability to communicate clearly in writing with customers.
• Familiarity with e-commerce platforms and order statuses.

Responsibilities

• Review emails and service tickets to identify customer questions and respond.
• Check product details, availability, and order status to explain options.
• Verify order details and avoid unnecessary requests for information.
• Log interactions and actions in a CRM system for team continuity.
• Explain checkout steps, delivery estimates, and return procedures accurately.

Skills

Customer service

Written communication

Remote work

Attention to detail

Education

High school diploma or equivalent

Tools

Zendesk

BigCommerce

HubSpot

Job description

Monthly Pay: $3,877 - $5,751 USD per month

Summary

When online shoppers need help, this role makes sure they receive clear answers and understand what happens next. The Online Store Associate handles product questions, order updates, and return requests so customers can navigate their online store purchases with confidence. The role sits within the ecommerce support team, works under a customer service team lead, and collaborates with fulfillment colleagues and store administrators. This fully remote position offers work from home in Connecticut, United States, with all duties performed online at a desk. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Review incoming customer emails and service tickets through a support platform such as Zendesk, identifying the question and checking previous interactions before responding.
• Check product descriptions, size information, listed availability, and order status in a commerce platform such as BigCommerce before explaining available options to shoppers.
• Verify relevant order details against the customer's request, using approved verification steps and avoiding unnecessary requests for personal information during each interaction.
• Record customer questions, confirmed details, actions taken, and next steps in a CRM such as HubSpot so other support colleagues can continue smoothly.
• Explain checkout navigation, account access steps, delivery estimates, and published return procedures using approved information rather than making unsupported promises to customers.
• Handle permitted order updates and return requests according to established instructions, recording the outcome and explaining any remaining steps the customer must complete.
• Coordinate delayed or incomplete order inquiries with fulfillment colleagues, checking available tracking updates and sharing confirmed progress without assuming delivery dates.
• Escalate requests outside assigned permissions, repeated checkout difficulties, and unresolved customer concerns to the customer service team lead with clear supporting notes.
• Follow up on open tickets when updates arrive or promised response points approach, confirming whether the customer's original question has been fully answered.
• Maintain quality through accurate answers, timely turnaround, complete notes, and dependable follow-up; flag recurring product information gaps for store administrators to review.

Qualifications

• High school diploma or equivalent.
• No experience required; related online retail, order support, or customer service experience preferred, including experience gained through volunteer activities.
• Familiarity with online shopping journeys, product listings, order status terminology, stock availability, and return procedures.
• Willingness to learn the named commerce, support and CRM systems through guided practice and written instructions.
• Ability to write clear customer replies, ask focused questions, and explain next steps without confusing terminology.
• Careful approach to checking order details, entering accurate notes, and recognizing when a request needs approval.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations and information.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work focused exclusively on desk-based online store support, without store-floor duties.
• Structured onboarding and training on the named systems, with guided practice in common customer situations.
• Regular check‑ins with the team lead to review questions, discuss feedback and reinforce clear procedures.
• Opportunities to build online retail knowledge, customer correspondence, order investigation, and return request handling skills.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.