Remote E-commerce Support Specialist — Same‑Day Replies

Hireframe; United States; Remote; USD 42,000 - 66,000; Full time

Benefits offered by this job

Remote work

Paid time off

Health coverage

Annual bonuses

Coaching support

Growth opportunities

Job summary

Hireframe is seeking a detail-oriented Customer Support Representative to manage day-to-day inquiries for two consumer brands in ecommerce. You will handle orders, warranty and replacement cases, and improve support processes to cut response times.

This remote-first role uses Gorgias, Shopify, ShipBob and Slack to keep customers informed and teams aligned. You’ll escalate complex cases and drive standard operating procedures across the team.

Qualifications

• Prior experience in a customer support role for an ecommerce brand.
• Excellent written English for customer emails.
• Comfortable working US hours for a remote role.
• Strong follow-through on open cases until resolution.

Responsibilities

• Respond to customer emails in Gorgias across both brands and clear the inbox the same day.
• Look up and update orders in Shopify, including status and exchanges.
• Track shipments and resolve fulfillment issues in ShipBob.
• Handle warranty, damage and replacement cases end to end with follow-up.
• File chargeback claims through the Shopify chargeback app.
• Escalate unusual cases to the manager and coordinate via Slack.

Skills

Strong written English

Proactive detail-oriented

Process-minded

Excellent follow-through

Tools

Gorgias

Shopify

ShipBob

Slack

Job description

Hireframe is seeking a detail-oriented Customer Support Representative to manage day-to-day inquiries for two consumer brands in ecommerce. You will handle orders, warranty and replacement cases, and improve support processes to cut response times.

This remote-first role uses Gorgias, Shopify, ShipBob and Slack to keep customers informed and teams aligned. You’ll escalate complex cases and drive standard operating procedures across the team.