Remote Customer Support Specialist - Ecommerce Ops

NetVerks Inc.; New York (NY); Remote; USD 55,000 - 90,000; Full time

Job summary

Frontier is seeking a customer support specialist to assist multiple retail and ecommerce brands from a fully remote position. You will respond to inquiries, process refunds, and maintain order data in Shopify to ensure smooth customer experiences.

Collaborate across teams using Google Sheets, troubleshoot issues, and resolve shipping or inventory concerns. This role requires strong written communication, attention to detail, and the ability to manage priorities in a fast-paced environment.

Qualifications

• At least two years of experience in customer support, customer service, contact-center operations, or another customer-facing role, preferably in retail or e-commerce.
• Excellent written communication skills, with strong grammar, clarity, and the ability to adapt tone across different brands.
• Experience assisting customers through phone, email, or live chat; experience working across multiple channels is preferred.
• Exceptional attention to detail and the ability to identify inconsistencies and errors.
• Strong working knowledge of Google Sheets, including filters, sorting, shared trackers,and basic formulas.
• Hands‑on experience with Shopify.
• Previous experience working with a U.S. based/international company and U.S./international customers.
• Ability to manage multiple priorities in a fast-paced environment.
• A track record of reliability, punctuality, and ownership.
• Strong problem-solving skills and the judgment to determine when an issue should be resolved independently or escalated.
• A systems‑thinking mindset with the ability to understand how different tools, teams, and operational processes connect.
• Ability to learn new systems and processes quickly and work independently.
• A collaborative, “one team” approach to working with colleagues.

Responsibilities

• Respond to customer inquiries across multiple brands while upholding policies and tone.
• Write clear, empathetic and professional customer responses.
• Handle refunds, return labels, order updates, returns, and inventory adjustments.
• Use Shopify to review and manage customer and order information.
• Use Google Sheets to maintain trackers, organize data, reconcile information, and manage operational workflows.
• Track and resolve returns, backorders, fulfillment errors, stock shortages, shipping issues, and other customer-related operational issues.
• Work across inventory, order management, shipping, and project management systems.
• Investigate issues thoroughly, identify root causes, and escalate when necessary.
• Manage multiple priorities while maintaining accuracy and following tasks through to completion.
• Identify recurring issues or process gaps and contribute to improving workflows.

Skills

Customer support

Communication skills

Multichannel support

Google Sheets

Shopify

Attention to detail

Learning agility

Team collaboration

Problem-solving

Systems thinking

Tools

Shopify

Google Sheets

Job description

Frontier is seeking a customer support specialist to assist multiple retail and ecommerce brands from a fully remote position. You will respond to inquiries, process refunds, and maintain order data in Shopify to ensure smooth customer experiences.

Collaborate across teams using Google Sheets, troubleshoot issues, and resolve shipping or inventory concerns. This role requires strong written communication, attention to detail, and the ability to manage priorities in a fast-paced environment.