Customer Support Representative for Online Store

We run a small e-commerce store selling handmade jewelry and accessories, and we need a friendly Customer Support Representative to handle customer inquiries, orders, and basic issues. This is perfect for someone who enjoys helping people and wants flexible work-from-home hours.

Responsibilities:

Respond to customer emails within 24 hours (15-25 emails per day)

Answer questions about products, shipping, and returns

Process order modifications and cancellations

Track and update customers on shipping status

Handle customer complaints professionally and politely

Issue refunds or exchanges following our policy

Update customer information in our system

Forward complex issues to the owner

Maintain positive, friendly tone in all communications

Required Skills:

Excellent written English (clear, friendly, professional)

Good problem-solving and patience

Basic computer skills and email management

Ability to work independently

Strong attention to detail

Empathy and customer-first attitude

Reliable internet connection

Nice to Have:

Previous customer service experience

Familiarity with Shopify or e-commerce platforms

Experience with help desk software (Zendesk, Freshdesk)

Knowledge of jewelry or fashion

Multilingual (Spanish is a bonus)

Typical Daily Tasks:

Check and respond to 15-25 customer emails

Process 2-5 order changes or cancellations

Track 5-10 shipping inquiries

Handle 1-2 return/refund requests

Update customer records

Estimated time: 2-3 hours per day (10-15 hours per week)

Common Customer Questions:

"When will my order ship?"

"What's the sizing for this bracelet?"

"Can I change my shipping address?"

"I haven't received my order yet"

"Can I return this item?"

"Do you offer gift wrapping?"

"Is this item available in other colors?"

What We Provide:

Detailed FAQ document with standard responses

Email templates for common situations

Clear return and refund policy

Access to order management system

Training on our products and policies

Quick responses when you need help

What We Offer:

Flexible working hours (work anytime during the day)

Work from anywhere

Simple, straightforward tasks

Friendly and supportive owner

No phone calls required (email only!)

Long-term stable position

Potential for increased hours

Experience in e-commerce customer service

Working Hours:

2-3 hours per day (your choice of time)

10-15 hours per week total

Check emails at least twice daily

No weekend work required (optional if you prefer)

Respond within 24 hours on weekdays

Closed on major holidays

Payment Structure:

Option 1: $300-$500/month (based on hours worked)

Option 2: $7-$9/hour

Payment twice monthly (1st and 15th)

Track your own hours honestly

Payment via PayPal or Wise

Tools You'll Use:

Gmail for customer emails

Shopify admin (we'll train you)

Google Sheets for tracking issues

Canva for occasional graphics (optional)

That's it—very simple!

Response Templates Provided:

Order confirmation and tracking

Shipping delays and updates

Return and refund process

Product care instructions

Size and fit guidance

Gift wrapping information

Out of stock notifications

Training Provided:

1-hour video walkthrough of our system

Written guide with FAQs and templates

Product catalog with descriptions

Practice responding to sample emails

Shadow owner for first 2-3 days

Ongoing support whenever needed

Customer Service Standards:

Always be polite and friendly

Respond within 24 hours (weekdays)

Use customer's name in responses

Apologize for any inconvenience

Offer solutions, not just explanations

Know when to escalate to owner

Scenarios You'll Handle:

Easy (90%): Order status, product questions, basic changes

Medium (8%): Returns, refunds, minor complaints

Complex (2%): Damaged items, lost packages, major issues (escalate to owner)

Growth Opportunities:

Start with basic email support

Eventually help with social media customer service

Assist with product descriptions

Help improve FAQ and templates

Potential to manage other support staff

Increase to 20-25 hours/week

Ideal Candidate:

Friendly and patient personality

Enjoys helping people solve problems

Good at written communication

Reliable and consistent

Comfortable working independently

Takes pride in customer satisfaction

Performance Metrics:

Response time under 24 hours

Customer satisfaction (based on feedback)

Accuracy in processing requests

Professional tone in all messages

Number of issues resolved without escalation

Work Environment:

Low stress, manageable volume

Supportive owner who understands learning curve

Real issues, real customers (not corporate scripts)

Make a difference for small business

Be part of growing brand

How to Apply:

Please share:

Brief intro about yourself

Any customer service experience (if any)

Why you're interested in this role

Your availability (hours per day/week)

Preferred pay rate (monthly or hourly)

Your time zone

Sample response to: "I ordered 2 weeks ago and still haven't received my package!"

We're looking for someone kind, reliable, and genuinely helpful. Let's take care of our customers together!