E‑Commerce Support Advocate: Shopify & Subscriptions

KEEN; Cape Town; On-site; ZAR 109,000 - 182,000; Full time

Benefits offered by this job

Monthly Transport Allowance

Medical Allowance

Attendance & Timeliness Bonus

Monthly Performance Bonus

Job summary

Keen is hiring Customer Support Advocates to back a fast-growing U.S.-based eCommerce brand on Shopify. This non-scripted role requires judgment, product knowledge, and end-to-end problem solving in a fast-paced, performance-driven environment.

You will handle post-purchase inquiries—orders, subscriptions, shipping, and account management—across multiple channels, with a focus on quality, urgency, and CSAT targets.

Qualifications

• 2–4+ years experience in customer support or CX, ideally in eCommerce.
• Experience supporting Shopify or similar platforms (BigCommerce, WooCommerce).
• Experience with physical goods subscription products.
• Strong written and spoken English (C1 or higher).
• Typing speed 40+ WPM; pass typing test.
• Comfortable handling high-volume support queues with multiple tickets.
• Strong attention to detail and end-to-end issue resolution.
• Calm under pressure with problem-solving ability.
• Reliable, punctual, and consistent attendance.
• Flexible to work evening or overnight shifts aligned to US hours.

Responsibilities

• Handle inbound customer support across phone, email, chat, and SMS.
• Resolve issues related to orders, subscriptions, shipping, returns, and accounts.
• Assist customers navigating Shopify storefronts and checkout.
• Investigate and resolve edge cases like failed payments and delivery issues.
• Maintain CSAT targets, response times, and resolution SLAs.
• Manage multiple conversations while keeping accuracy and tone.
• Log tickets, update notes, and track resolutions in internal systems.
• Escalate complex issues with clear documentation and context.
• Follow structured workflows with ownership and accountability.

Skills

Customer support experience

Shopify experience

Subscriptions products

English proficiency

Typing speed

High-volume support

Attention to detail

Calm under pressure

Punctuality

US hours shifts

Tools

Shopify

BigCommerce

WooCommerce

Job description

Keen is hiring Customer Support Advocates to back a fast-growing U.S.-based eCommerce brand on Shopify. This non-scripted role requires judgment, product knowledge, and end-to-end problem solving in a fast-paced, performance-driven environment.

You will handle post-purchase inquiries—orders, subscriptions, shipping, and account management—across multiple channels, with a focus on quality, urgency, and CSAT targets.