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Remote Customer Support & Ecommerce Operations Assistant Job Vacancy at ZOUSZ

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About

We are a fast-growing ecommerce brand in the men’s grooming and fragrance space, selling across Shopify, Amazon and TikTok Shop.

We are looking for a sharp, proactive Customer Support & Ecommerce Operations Assistant who can manage customer communications, process orders, and support day-to-day operations.

This is a hands-on role inside a startup environment — we need someone who can think, solve problems, and execute, not someone who waits to be told what to do every step of the way.

You will be the first line of communication with our customers and an important part of our operations workflow.

Responsibilities

Customer Support

  • Manage customer tickets via Gorgias
  • Respond to email and customer inquiries quickly and professionally
  • Handle refunds, replacements, delivery issues and order queries
  • Maintain excellent tone and written communication with customers
  • Manage chargebacks and any other customer related issues
  • Maintain trackers, KPIs, identify customer problems and log for analysis

Ecommerce Operations

  • Manage Shopify order processing
  • Monitor and resolve shipping and fulfilment issues
  • Work with Amazon MCF / FBA orders
  • Assist with TikTok Shop order issues and customer messages

Social Media

  • Monitor and respond to customer questions on TikTok and social media
  • Escalate issues that could affect brand reputation

Operational Support

  • Track tasks and updates in ClickUp
  • Communicate internally via Slack
  • Support ad-hoc operational tasks when required
  • Identify recurring issues and escalate them to management

Non-Negotiables

You must already have experience with the following:

  • Shopify
  • Gorgias (or similar helpdesk)
  • Amazon Seller Central (MCF / FBA)
  • Order processing & ecommerce fulfilment workflows
  • Slack
  • ClickUp or similar task management tools
  • Customer service in an ecommerce environment
  • Social media customer engagement

If you do not have experience with the above systems, this role will not be a fit.

What We are Looking For

We ARE NOT looking for someone who simply replies to tickets.

We want someone who:

  • Has excellent written English
  • Can communicate clearly and professionally
  • Notices problems and flags them
  • Works quickly and accurately
  • Takes ownership of tasks
  • Is comfortable working in a fast-paced startup environment
  • Can handle multiple systems at once

You must be comfortable working independently and thinking for yourself.

Compensation

  • $560 – $600 per month
  • 4 hours per day (flexible and must be available throughout 9am 6pm London time) / 5 days per week (may be required to respond to urgent tickets on weekends).

This rate is fixed and non-negotiable.

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