Ecommerce Customer Support Specialist
TypeRemote job
LocationCanada, United States
Posted5 hours ago
ROLE CHARTER
Temporary E-Commerce
Customer Support Specialist
VOS E-COMMERCE · CANADA + UNITED STATES · TEMPORARY
EMPLOYMENT TYPE
Temporary
EMPLOYMENT TERM
Black Friday & Holiday Support – Nov - Dec
Role Overview / Purpose
Provide responsive, accurate, and professional day-to-day customer support for VOS e-commerce customers across Canada and the United States during the high-volume Black Friday promotional period. This hands-on operational role resolves online order and post-purchase inquiries, maintains clear records, and escalates exceptions appropriately.
Key Responsibilities
Customer Service & Inbox Management: Monitor and respond to Canadian and U.S. e-commerce inquiries with clear, timely, customer-first communication.
Order Support & Tracking: Assist with confirmations, payment and fulfillment status, shipping timelines, delivery updates, tracking, and routine order changes within approved procedures.
Issue Resolution: Research missing, delayed, partially fulfilled, incorrect, duplicate, damaged, or marked-delivered orders; gather photos, tracking, and relevant details before coordinating next steps.
Product & Promotion Support: Provide basic product, availability, website, and promotional information using approved sources; escalate clinical, technical, authenticity, or policy questions.
Fraud Review Support: Complete routine order and address verification, document outreach, and support approved release checks; hold and escalate high-risk or conflicting cases.
Returns, Refunds & Escalations: Coordinate cancellation, return, replacement, and refund requests within approved authority. Do not promise exceptions, compensation, discount stacking, or unconfirmed timelines.
Operational Coordination: Work with e-commerce stakeholders, fulfillment partners, and customer service colleagues to resolve concerns efficiently and maintain consistent communication.
Documentation & Follow-Up: Maintain accurate Shopify or approved case notes, including the request, verified facts, actions, approvals, owner, and next follow-up date.
Requirements
Desired Skills & Qualifications
Previous e-commerce customer service, online retail, or high-volume customer support experience.
Familiarity with Shopify or a similar platform; CRM, shared inbox, or order-management experience is an asset.
Strong written communication, sound judgment, and a calm, customer-first approach.
Ability to manage high inquiry volumes while maintaining accuracy, prioritization, and professional follow-through.
Strong organization and attention to detail; able to troubleshoot routine issues and recognize when escalation is required.
Comfort in a fast-paced promotional retail environment; Canadian and U.S. customer support experience is an asset.
ROLE SCOPE Customer support and operational execution.
Originally posted on Himalayas
Temporary E-Commerce
Customer Support Specialist
VOS E-COMMERCE · CANADA + UNITED STATES · TEMPORARY
EMPLOYMENT TYPE
Temporary
EMPLOYMENT TERM
Black Friday & Holiday Support – Nov - Dec
Role Overview / Purpose
Provide responsive, accurate, and professional day-to-day customer support for VOS e-commerce customers across Canada and the United States during the high-volume Black Friday promotional period. This hands-on operational role resolves online order and post-purchase inquiries, maintains clear records, and escalates exceptions appropriately.
Key Responsibilities
Customer Service & Inbox Management: Monitor and respond to Canadian and U.S. e-commerce inquiries with clear, timely, customer-first communication.
Order Support & Tracking: Assist with confirmations, payment and fulfillment status, shipping timelines, delivery updates, tracking, and routine order changes within approved procedures.
Issue Resolution: Research missing, delayed, partially fulfilled, incorrect, duplicate, damaged, or marked-delivered orders; gather photos, tracking, and relevant details before coordinating next steps.
Product & Promotion Support: Provide basic product, availability, website, and promotional information using approved sources; escalate clinical, technical, authenticity, or policy questions.
Fraud Review Support: Complete routine order and address verification, document outreach, and support approved release checks; hold and escalate high-risk or conflicting cases.
Returns, Refunds & Escalations: Coordinate cancellation, return, replacement, and refund requests within approved authority. Do not promise exceptions, compensation, discount stacking, or unconfirmed timelines.
Operational Coordination: Work with e-commerce stakeholders, fulfillment partners, and customer service colleagues to resolve concerns efficiently and maintain consistent communication.
Documentation & Follow-Up: Maintain accurate Shopify or approved case notes, including the request, verified facts, actions, approvals, owner, and next follow-up date.
Requirements
Desired Skills & Qualifications
Previous e-commerce customer service, online retail, or high-volume customer support experience.
Familiarity with Shopify or a similar platform; CRM, shared inbox, or order-management experience is an asset.
Strong written communication, sound judgment, and a calm, customer-first approach.
Ability to manage high inquiry volumes while maintaining accuracy, prioritization, and professional follow-through.
Strong organization and attention to detail; able to troubleshoot routine issues and recognize when escalation is required.
Comfort in a fast-paced promotional retail environment; Canadian and U.S. customer support experience is an asset.
ROLE SCOPE Customer support and operational execution.
Originally posted on Himalayas
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