E-commerce Customer Support Specialist

Hire Hangar; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A remote work-focused company is seeking an E-commerce Customer Support Specialist to deliver exceptional customer experiences. The role involves resolving customer inquiries related to products, orders, and more while maintaining collaboration with internal teams. Candidates must have experience in e-commerce customer support and prior remote work experience with US or UK companies. Strong communication skills and a customer-first mindset are essential for success in this position.

Qualifications

• Experience providing customer support for e-commerce or online retail businesses.
• Strong written communication and problem-solving skills.
• Prior experience working remotely is mandatory.
• Ability to manage multiple tickets and priorities effectively.
• Customer-first mindset with attention to detail.

Responsibilities

• Handle customer inquiries related to products, orders, payments, returns, and exchanges.
• Provide clear, accurate, and empathetic support via email and chat.
• Maintain detailed ticket documentation and customer records.
• Collaborate with Operations and Fulfillment teams to resolve issues.
• Identify opportunities to improve customer experience and support workflows.

Job description

Join Hire Hangar and work with fast-growing global companies while building a long-term, remote career.

Job Title: E-commerce Customer Support Specialist

Location: Remote
Time Zone: US Time Zones (EST–PST)

Role Overview

We are looking for an E-commerce Customer Support Specialist to deliver exceptional customer experiences across digital channels. This role focuses on resolving customer issues, supporting online purchasing journeys, and ensuring smooth post-purchase support while working closely with internal teams.

Key Responsibilities

• Handle customer inquiries related to products, orders, payments, returns, and exchanges
• Provide clear, accurate, and empathetic support via email and chat
• Maintain detailed ticket documentation and customer records
• Collaborate with Operations and Fulfillment teams to resolve issues
• Follow established support processes and quality standards
• Identify opportunities to improve customer experience and support workflows

Required Qualifications

• Experience providing customer support for e-commerce or online retail businesses
• Strong written communication and problem-solving skills
• Prior experience working remotely is mandatory, including fluency with remote collaboration tools such as Slack, Zoom, Google Workspace, Asana (or similar), and experience working with US or UK-based companies; applications without this experience will not be considered
• Ability to manage multiple tickets and priorities effectively
• Customer-first mindset with attention to detail

Preferred Qualifications

• Experience working with international customers
• Familiarity with CRM or helpdesk systems
• Experience contributing to FAQs or help center content

Tools & Technology

• Support Platforms: Zendesk, Gorgias, Freshdesk
• E-commerce Platforms: Shopify or similar
• Collaboration: Slack, Zoom, Google Workspace

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