About the Company
Shopify is a leading global commerce company providing essential internet infrastructure for commerce, offering tools to start, run, market, and manage a retail business of any size. Shopify makes commerce better for everyone, so businesses can focus on what they do best: building and selling their products. With millions of businesses powered by Shopify in over 175 countries, the company is on a mission to make commerce more accessible, inclusive, and fair.
Job Description
We are seeking a dedicated and detail-oriented Remote Order Support Specialist to join our growing e-commerce team. This role is crucial for ensuring a seamless post-purchase experience for our merchants and their customers. You will be responsible for managing and resolving a variety of order-related inquiries, demonstrating exceptional problem-solving skills and a commitment to customer satisfaction. This is a 100% remote position within Canada.
Key Responsibilities
- Manage and resolve customer inquiries related to orders, shipping, returns, and refunds via email, chat, and phone.
- Investigate and troubleshoot order discrepancies, payment issues, and delivery problems.
- Collaborate with internal teams (logistics, fulfillment, product) to escalate and resolve complex issues.
- Maintain accurate records of customer interactions and transactions in our CRM system.
- Provide proactive support and communicate status updates to customers promptly.
- Identify trends in customer feedback to suggest improvements to our e-commerce operations and policies.
- Process returns, exchanges, and cancellations efficiently and according to company policy.
- Stay informed about product updates, shipping policies, and promotional offers.
Required Skills
- Minimum of 1 year of experience in customer service or order support, preferably in an e-commerce environment.
- Exceptional written and verbal communication skills in English (French is a strong asset).
- Strong problem-solving abilities and attention to detail.
- Proficiency with CRM software (e.g., Zendesk, Salesforce) and e-commerce platforms.
- Ability to work independently in a remote setting with minimal supervision.
- Demonstrated empathy and a customer-first mindset.
- Reliable internet connection and a dedicated home office space.
Preferred Qualifications
- Experience with Shopify's platform as a user or merchant.
- Bilingualism (English and French) is highly preferred.
- Familiarity with international shipping regulations and customs processes.
- Experience in a fast-paced, high-volume support environment.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and flexible working hours.
- Professional development and training opportunities.
- Home office setup allowance.
- Employee stock purchase plan.
- Access to Shopify learning resources and community events.
How to Apply
Interested candidates are invited to submit their application by clicking the "Apply Now" button below. To ensure your application is considered, please include the following:
- A current resume
- A cover letter outlining your suitability for the role and your motivation for applying.
We review applications on a rolling basis and will contact shortlisted candidates for an interview.
DISCLAIMER
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