Offer summary

Qualifications:

3+ years experience in a D2C ecommerce customer service role, Hands-on experience with Shopify brands, Exceptional verbal and written communication skills, Basic to intermediate skills with Google Sheets/Excel for reporting..

Key responsibilities:

Serve as the first point of contact for customers, delivering fast and effective support.

Manage inquiries, troubleshoot issues, and process returns.

Gather product knowledge to educate customers and escalate negative reviews.

Build role-related SOPs and FAQs for improved response accuracy.

Scale your operations effectively with our repository of trained and loyal international remote talent. Talent hackers is trusted by top executives & business owners as a reliable & cost-effective global remote hiring partner. Companies at every stage are facing the same problems: - High payroll costs - Wasted time & energy through the hiring process - Inconsistency in quality labor - Limited talent pool It's hard enough to justify labor costs, it's even harder to find quality talent. Most of the time you end up rolling your sleeves, wasting your valuable time, and attempting the following: - Source talent from freelancing sites - Attempt to hire in international jurisdictions - Or worse, do it yourself. Save yourself the headache. Let our team at Talent hackers save you from: - Wasting your time, instead of focusing on strategy & growth - Inconsistent results from freelance platforms - Misclassification risk through non-compliance with international employment laws. How we operate: - We source, vet, and onboard trained full-time "hackers" to scale your operations - We have the experience, we handle the ENTIRE interview process. You meet your new full-time "hacker" on day 1. Focus on the more important stuff. - Expect your "hacker" to start within 2-3 weeks after we begin our search. - We handle payroll, benefits, local compliance, HR services, & provide ongoing support - We have an unlimited ideal match guarantee. So, if your "hacker" leaves or you need a change, we will replace them at anytime, forever. At Talent Hackers, we offer affordability, reliability, & solutions. We believe every company should be able to higher quality talent without the burden of rising salaries & benefits. Discover why top corporations & industry leaders are sourcing from Nigeria over the Philippines. Learn more on our website.

Job description

This is a remote position.

About the Role

We’re seeking a proactive and experienced Customer Experience Specialist to join our fast-paced D2C ecommerce team. In this role, you’ll serve as the first point of contact for customers—delivering fast, friendly, and effective support across channels. You’ll manage inquiries, troubleshoot issues, process returns, and work closely with internal teams to ensure an exceptional brand experience.

Core Tasks:
Monitor inbox to assist customers, answer questions, and escalate issues when needed
Troubleshoot issues with account support
Handle customer inquiries with a <1 hour SLA time
Gather product knowledge to properly educate customers
Proactively look for negative reviews and escalate to brand management
Process returns and billing or delivery issues
Proactively solicit and collect reviews from customers to enhance brand awareness
Build out role-related SOPs and FAQs for faster and more accurate responses
Assist with other tactical ecommerce -related tasks as needed