Job Description

Remote Support Agent (E-commerce)

Your Opportunity to Champion E-commerce Support Remotely

Picture yourself as the heartbeat of a thriving online business—the one customers trust to make things right, no matter what. As a Remote Support Agent specializing in e-commerce, you’re not just answering questions or troubleshooting orders. You become the friendly face customers remember when they think of exceptional service, and your guidance shapes the way thousands interact with the platform every day. Here, remote work means connection: collaborating with creative minds, building workflows that drive seamless shopping experiences, and utilizing digital tools to elevate the experience for everyone involved. Your influence reaches far beyond simple transactions—you turn small moments into lifelong loyalty, all while working from wherever you feel most productive.

What Impact You’ll Make

Be the steady hand in a dynamic, ever-evolving e-commerce world. Your knack for simplifying complex issues helps customers resolve order concerns, payment questions, and product inquiries with confidence. When a shopper feels lost in the checkout process or needs support tracking a delayed package, your empathetic approach helps calm nerves and restore trust. Each conversation isn’t just a ticket—it’s a chance to boost retention, gather invaluable feedback, and convert first-time buyers into repeat fans. Your efforts become the reason our metrics climb: higher satisfaction scores, reduced churn, and growing positive reviews. We move quickly, but you’ll always have the space to focus intensely, balancing urgency with a commitment to accuracy and care.

Core Responsibilities & Contributions

Be the first voice customers hear—and the one they remember, resolving issues through live chat, email, and voice channels.
Guide shoppers through complex processes: returns, refunds, exchanges, and technical troubleshooting are never roadblocks with you on their side.
Partner with design, engineering, and fulfillment to create unified solutions that solve recurring pain points and shape product direction.
Capture the voice of the customer—your daily insights from support tickets inform the development of new features and policy improvements.
Take ownership of knowledge base articles, updating content so both customers and teammates can self-serve with ease.
Utilize remote collaboration tools (Zendesk, Gorgias, Slack, and Zoom) to align on customer experience improvements and efficiently escalate critical issues.
Transform raw feedback into actionable reports, fueling data-driven change that impacts everything from shipping workflows to checkout UX.
Embody our commitment to empathy, inclusion, and proactive communication in every interaction—making customers feel seen, valued, and supported.

Skills and Mindset That Set You Apart

You simplify complex ideas—whether it’s over Zoom or Slack. You bring empathy, patience, and a strategic approach to every customer conversation. Navigating e-commerce platforms comes naturally, and you have a talent for translating complex digital processes into clear, reassuring guidance. Adaptability is your superpower: when a new product launches or a sudden surge in orders occurs, you approach change with a calm head and a solutions-first mindset. Written and spoken English is your playground, and you enjoy building connections across cultures and time zones. Past success in a remote support or e-commerce role means you know how to manage your day, prioritize tasks, and stay organized—without constant supervision.

The Digital Environment You’ll Thrive In

Remote doesn’t mean isolated. Your workday is a blend of independent focus and real-time teamwork. Our remote collaboration stack includes Slack, Zoom, Notion, and a robust ticketing system—giving you the freedom to problem-solve from anywhere while staying synced with a distributed team. Performance is measured by outcomes, not the number of hours clocked. You’ll enjoy open feedback, regular check-ins, and plenty of opportunities to learn from industry experts in e-commerce operations, customer journey mapping, and digital retail analytics. You move at the pace of innovation, but your well-being is always a priority.

Qualifications & Experience

Experience supporting customers in a digital-first e-commerce setting, preferably with remote support tools (Zendesk, Gorgias, Intercom, or similar).
A track record of converting challenging customer interactions into favorable resolutions.
Proficiency in managing and prioritizing multiple support tickets across live chat, email, and phone.
Ability to partner with cross-team stakeholders to co-create better experiences for shoppers and internal users alike.
Comfort working independently in a fully remote, asynchronous environment while staying accountable to team goals.
A mindset that values curiosity, lifelong learning, and data-driven improvement.

Tools & Technology

You’ll shape your workflow using some of the best tools for remote collaboration: Zendesk or Gorgias for ticketing, Notion for documentation, Slack for quick connections, and Zoom for in-depth discussions. Familiarity with e-commerce platforms like Shopify, WooCommerce, or Magento is a plus—your experience helps speed up onboarding and ensures you can step in where needed. Data fluency matters, too: You’re comfortable turning CSV exports and support metrics into insights that drive real change. Above all, you believe technology is a bridge to stronger relationships, not a barrier.

Compensation & Benefits

You’ll receive a competitive annual salary of $52,046, paid remotely and reliably. Benefits are designed to fit the remote lifestyle—flexible hours, equipment stipends, and ongoing learning opportunities keep you empowered wherever you are. You’ll join a diverse community that values balance, respect, and continuous growth. Every contribution is recognized, and your impact is celebrated by teammates worldwide.

Ready to Redefine E-commerce Support?

If you want to make every customer feel valued from the first hello to the final follow-up, and if you’re excited to transform the remote support experience, we want to meet you. Let’s build something purposeful together—your next chapter in e-commerce starts here.

Remote opportunity with global reach — applications are welcome from candidates in any country.