Customer Support Representative (E-Commerce)

We're looking for a Customer Support Representative to handle high-volume customer support across a portfolio of consumer software and e-commerce products. You will manage inbound tickets, resolve customer issues, and handle non-templated requests that require genuine thinking rather than copy-paste responses.

This is not a script-following role. The products are diverse, the customer issues are varied, and the volume is high. You need to be a critical thinker who can read a situation, figure out what the customer actually needs, and resolve it cleanly without escalating everything to a manager. If you have a strong e-commerce support background, write clear English, and genuinely enjoy solving problems rather than routing them, this role is a strong fit.

Why You'll Want to Join

You will be paid in USD (bi-monthly: every 15th and 30th)

Paid Time Off in accordance with company policy

Observance of Holidays per company guidelines

100% remote setup so you can work wherever you're most productive

Work across a growing portfolio of consumer software products with over 1 million users

High-ownership support role inside a lean, fast-moving team that values judgment over process

What You'll Work On

High-Volume Ticket Management

Handle a high volume of inbound customer support tickets daily across multiple products and channels

Respond to customer inquiries accurately, clearly, and on time without relying on templated responses for every situation

Prioritize and triage tickets based on urgency, issue type, and customer impact

Maintain consistent response quality and tone across all customer interactions

Non-Templated Issue Resolution

Think critically through edge cases, unusual requests, and issues that do not fit a standard response

Resolve customer issues end to end without unnecessary escalation

Use good judgment to determine when a situation requires escalation versus when it can and should be handled directly

Document recurring issues and flag patterns to the team for product or process improvement

CRM and Project Management Tool Usage

Manage and track all support activity in HubSpot

Use ClickUp to manage tasks, follow-ups, and cross-functional coordination

Keep records clean, accurate, and up to date across both tools at all times

What You Bring

Proven customer support experience in an e-commerce environment with exposure to high ticket volumes

Strong written English with the ability to communicate clearly, professionally, and with appropriate tone across different customer situations

Critical thinking skills with the ability to handle non-templated, ambiguous, or complex support requests independently

Proficiency with HubSpot for ticket and CRM management

Comfort using ClickUp or a willingness to learn it quickly

Highly organized with strong follow-through and the ability to manage a large queue without dropping tickets

Self-directed and reliable in a fully remote, async environment

Nice to Have

Experience supporting SaaS, software, or consumer app products in addition to e-commerce

Familiarity with browser extensions, AI tools, or consumer tech products

Background working in a multi-product or holding company environment

Experience working async across multiple time zones

How to Apply

Please include:

Your updated resume

A short Loom video (1 to 2 minutes) introducing yourself, describing your e-commerce customer support experience, and walking through how you handled a complex or non-standard customer issue that required independent judgment

Only candidates who submit a Loom video will be moved to the next step of the hiring process.

If you are a clear thinker, a strong writer, and want to own customer support across a growing portfolio of software products without being handed a script for every situation, this role gives you the autonomy and the direct impact to do your best work.

Application Process Overview

Application Process Overview

Our comprehensive selection process ensures we find the right fit for both you and our clients:

Initial Application - Submit your application and complete our prequalifying questions

Video Introduction - Record an video introduction to showcase your communication skills and work experience

Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable)

Recruitment Interview - Initial screening with our talent team

Executive Interview - Meet with senior leadership to discuss role alignment

Client Interview - Final interview with the client team you'd be supporting

Background & Reference Check - Professional reference verification

Job Offer - Successful candidates receive a formal offer to join the team

Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.