Customer Service Representative for E-commerce & SaaS Support

We are hiring a Customer Service Representative who understands how to create exceptional customer experiences across email, live chat, and ticket systems. You will serve as the primary point of contact between our brand and our customers, ensuring fast responses, empathetic communication, and clear resolutions.

Our business spans E-commerce + SaaS, so you'll manage product inquiries, order support, membership issues, refunds, FAQs, and troubleshooting. You’ll work alongside operations, sales, and marketing teams to ensure customers receive precise, timely, and friendly support.

We’re looking for someone who is proactive, detail-oriented, and genuinely enjoys helping people. Someone who can communicate with clarity, maintain professionalism, and follow processes while still being human and relatable.

If you excel at multitasking, love solving problems, and want to be part of a fast-growing team — we’d love to work with you.

Key Responsibilities

Respond to customer inquiries via email, chat, and ticketing systems

Handle order tracking, cancellations, refunds, and product questions

Manage escalations and collaborate with internal teams

Use CRM and helpdesk tools to log and resolve cases

Provide pre-sales support and upsell when appropriate

Analyze recurring customer issues and report insights

Maintain response time SLAs and quality standards

Assist with onboarding new users (SaaS)

Create or update FAQ and knowledge-base content

Handle feedback, complaints, and customer satisfaction surveys

Ensure professional communication aligned with brand voice

Help test new features before release (SaaS support)

Track KPIs like CSAT, resolution time, and ticket volume

Follow security, privacy, and data-handling guidelines

Provide weekly reporting on customer interactions

Required Skills

2+ years experience in Customer Service or Virtual Assistance

Excellent English speaking & writing skills

Ability to handle difficult situations with empathy

Experience with tools like Freshdesk, Zendesk, Zoho Desk, Gorgias

Strong multitasking and time-management abilities

Knowledge of e-commerce workflows (Shopify, WooCommerce)

Familiarity with SaaS platforms and troubleshooting basics

Fast typing speed (45–60 WPM preferred)

Problem-solving and conflict management skills

Ability to follow SOPs and maintain accuracy

Understanding of ticket priorities and workflows

Stable internet and availability for daily communication

Customer-first mindset

Proactive attitude and reliability

Strong documentation and note-taking skills

Tools & Technologies

Freshdesk / Zendesk / Gorgias

Shopify / WooCommerce Admin

Google Workspace

Slack / Trello / Notion

Help Center / Knowledge Base systems

Chat Widgets (Tawk.to, Crisp, Intercom)

CRM tools (HubSpot / Zoho CRM)

Deliverables

Daily email and chat responses

Ticket resolutions within defined SLA

Weekly customer support reports

Updated FAQs and help-center articles

Escalation logs and issue tracking

High CSAT scores with minimal complaints

Reliable attendance and communication

Budget Options

Hourly Rate: $10 – $25/hour

Monthly Retainer: $800 – $2,500/month

Project-Based: $1,500 – $3,500 (support setup + 30 days service)

Timeline

Onboarding: 2–3 days

Training & SOP Review: Week 1

Active Support: Week 2 onward

Performance Review: 30 days

Success Metrics

CSAT rating above 4.6/5

Average response time under 5 minutes (chat)

Ticket resolution time under 24 hours

Reduced repeat inquiries

Lower refund/complaint rate

Positive customer feedback trends

Ideal Candidate Profile

You are a people-first professional who communicates with clarity, solves problems calmly, and always keeps the user experience at the center. You are disciplined, organized, and love helping customers genuinely — not just following scripts.

How to Apply

Please submit:

Your resume

A short voice sample (optional)

Tools you’ve worked with before

Your availability and preferred schedule

Examples of past CS or VA experience

Your hourly or monthly retainer rate

Shortlisted candidates will be contacted within 48 hours.