Customer Support Specialist (E-commerce & Dropshipping) | 20-30 hrs/week

Customer Support Specialist (E-commerce & Dropshipping) | 20-30 hrs/week

We are looking for a proactive and experienced Customer Support Specialist to handle customer inquiries and optimize support processes for our dropshipping business. This role requires someone who can manage tickets efficiently, communicate with suppliers, and continuously improve our customer support operations.

Important Application Requirement
We only consider applicants who submit a Loom video (3-5 minutes) along with their resume. In the video, please walk us through:

- Your experience handling support tickets for a dropshipping business (which platforms you have used, ticket volume, and how you managed them).
- Examples of process improvements you have implemented in customer support (such as response templates, automation, or efficiency improvements).
- Your experience communicating with suppliers and resolving customer issues.
- Any experience you have with AI-powered support solutions (chatbots, automated replies, etc.).
- If applicable: How you have structured, trained, or managed a CS team in a previous role.

Bonus: If you can screen share examples of your past work (response templates you created, KPIs you improved, or workflows you optimized), this will be a strong advantage.

Responsibilities

- Handle customer support tickets through platforms like Zendesk, Gorgias, or Shopify Helpdesk.
- Take initiative in improving response templates, FAQs, and automation.
- Communicate with suppliers to resolve order-related issues.
- Maintain CS performance metrics (response time, resolution time, customer satisfaction).
- Optimize and structure support processes to increase efficiency.
- Learn and implement AI-based ticket response solutions.
- Future scope: Train and onboard new CS agents.

Requirements

- Experience handling tickets for dropshipping businesses is a must.
- Strong knowledge of customer support tools like Zendesk, Gorgias, or similar platforms.
- Ability to take initiative and improve customer support workflows.
- Excellent written English communication skills.
- Experience managing CS teams or taking on additional responsibilities in support.
- Understanding of AI-powered support solutions (chatbots, automated responses, etc.).

Preferred Qualifications

- Previous experience structuring and optimizing a support team.
- Ability to demonstrate past improvements or optimizations in CS workflows.
- Comfortable learning new tools and systems to enhance efficiency.

Work Hours & Availability

- Part-time (20-30 hours per week).
- Flexible hours, but must be available for daily communication with suppliers and the team.

How to Apply

- Submit your resume.
- Record a 3-5 minute Loom video covering the points listed above.
- Share the Loom link in your application.

Applications without a Loom video will not be considered. If you meet the qualifications and are eager to contribute, we look forward to hearing from you.