Customer Support Specialist (E-commerce SaaS)

Customer Support Specialist (E-commerce SaaS)


About Omnidrop: Omnidrop is an all-in-one dropshipping software designed to help e-commerce entrepreneurs streamline product research, order fulfillment, and operations. Our mission is to empower online sellers with the tools they need to succeed. We’re looking for a talented Customer Support Specialist to join our growing team and provide exceptional support to our users.

Role Overview: As a Customer Support Specialist, you’ll assist Omnidrop users via email and live chat (using HelpScout), ensuring they get the help they need to set up and succeed. You’ll onboard new users, provide resources, and collaborate with the technical team to resolve advanced issues.

Responsibilities:
• Respond to emails within 1 hour and live chat within 5 minutes.
• Onboard new users, helping them connect their Shopify store and access resources.
• Provide links to video tutorials and guides to ensure user success.
• Proactively check in with users weekly to answer questions and maintain satisfaction.
• Collaborate with the technical team to escalate complex issues.
• Help improve processes and gather feedback to enhance user experience.
• Meet performance goals, including response time, retention, and user satisfaction.

Requirements:
• 1-3 years of customer support experience (preferably in e-commerce, SaaS, or dropshipping).
• Familiarity with Shopify and e-commerce platforms.
• Experience using tools like HelpScout (or similar).
• Excellent English communication skills (written and verbal).
• Ability to work 8-hour shifts, 6 days a week and maintain high performance.
• Strong problem-solving and organizational skills.
• Reliable high-speed internet connection.
• Growth mindset and willingness to learn.

What We Offer:
• Competitive pay based on experience.
• Opportunities for growth and professional development.
• Collaborative and supportive work environment.
• Be part of an innovative, fast-growing company in the e-commerce space.

How to Apply: If you’re passionate about helping others and have the skills we need, we’d love to hear from you! Submit your resume and a short cover letter explaining why you’re the best fit for this role.

Note: This is a remote position for candidates in the Philippines.