E-commerce Customer Support Specialist

E-commerce CX & Operations Specialist

Part-Time, 20 hrs/week | Monday–Friday, within US business hours (9 AM–5 PM) | Long-Term Contract & Remote

About the Role

Our client is a growing US-based DTC hair-care brand focused on products for hair thinning and thickening, working with manufacturing, packaging, logistics, and fulfillment partners across Asia and the United States. This role will initially focus on customer experience and order support, then gradually expand into logistics, supplier, and 3PL coordination as the business grows. It's a strong fit for an experienced e-commerce professional who wants to grow with the company and take on more ownership over time.

Key Responsibilities

• Manage customer support tickets through Gorgias and respond to customer inquiries by email (no phone calls)
• Process returns and refunds through Shopify
• Resolve shipping-address issues, order holds, and fulfillment questions
• Contact customers when additional information is needed to fulfill their orders
• Answer general product questions using provided FAQs and response guidelines
• Identify questions that require clinical expertise and escalate them appropriately
• Coordinate with the 3PL on customer and order-related issues
• Communicate with suppliers, manufacturing partners, and service providers
• Assist with freight-forwarder communication and gather shipping quotes
• Help coordinate inbound shipments so products arrive at the 3PL on schedule
• Gradually take on additional e-commerce and operations responsibilities

Requirements

• 3+ years of experience in e-commerce customer experience, operations, or logistics
• Hands-on experience with Shopify and Gorgias
• Experience working with 3PLs, freight forwarders, or supply-chain partners for e-commerce brands
• Strong written English with professional, grammatically correct customer communication
• Available 20 hours per week, Monday through Friday, within US business hours
• Organized, responsive, detail-oriented, and comfortable working independently
• Willing to handle both routine customer-support tasks and broader operational work
• Nice to have: Warehouse management system (WMS) experience
• Nice to have: Background in beauty, hair care, fashion, or consumer products
• Nice to have: Familiarity with AI tools such as Claude or similar workflow tools

Ideal Candidate

You've worked in e-commerce long enough to know that a return request often turns into a conversation with the 3PL, and you're comfortable owning both sides of that. You write clear, polished emails, keep open tickets and shipments moving without being reminded, and know when a question is beyond your scope and needs to be escalated. You enjoy the variety of a growing DTC brand and want to take on more operational responsibility as the company scales.