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

Are you an experienced Customer Support Specialist with a passion for e-commerce and dropshipping? We're looking for someone who can not only handle support tickets efficiently but also improve workflows, communicate with suppliers, and help structure our support processes for long-term success.

If you love taking initiative, optimizing customer support systems, and even exploring AI-powered solutions, we’d love to hear from you!

Why Join Us?

We’re not just looking for another support agent—we’re looking for a proactive problem solver who enjoys improving processes and bringing fresh ideas to the table. Here’s why you’ll love working with us:

- Flexibility – Work part-time (20-30 hours/week) with flexible hours.
- Growth Opportunities – As we scale, you'll have the chance to train and onboard new CS agents, taking on more leadership.
- Proactive & Innovative Team – We encourage new ideas, process improvements, and automation to make customer support smoother and more efficient.
- AI & Tech-Driven Support – Work with modern tools, automation, and AI-powered solutions to streamline support.

Important Application Requirement

We want to see you in action! To be considered, please submit a Loom video (3-5 minutes) along with your resume. In your video, tell us about:

- Your experience handling customer support tickets for a dropshipping business (which platforms you’ve used, ticket volume, and how you managed them).
- Any process improvements you’ve made in customer support (response templates, automation, or efficiency improvements).
- How you communicate with suppliers to solve customer issues.
- Your knowledge of AI-powered support solutions (chatbots, automated responses, etc.).
- If you have experience training or managing a CS team, we’d love to hear about it.

Bonus: If you can screen share examples of past work, such as templates you've created, KPIs you’ve improved, or workflows you've optimized, that would be a huge plus!

What You’ll Be Doing

- Handling customer support tickets on platforms like Zendesk, Gorgias, or Shopify Helpdesk.
- Improving response templates, FAQs, and automation to make support faster and more efficient.
- Communicating with suppliers to resolve customer concerns smoothly.
- Tracking CS performance metrics (response time, resolution time, customer satisfaction).
- Optimizing and structuring the support process for better efficiency.
- Learning and implementing AI-based ticket response solutions.
- In the future, helping train and onboard new CS agents as the team grows.

Who We’re Looking For

- Someone with experience handling customer support for dropshipping businesses (this is a must).
- Knowledge of CS platforms like Zendesk, Gorgias, or similar tools.
- A proactive mindset – we need someone who takes initiative and looks for ways to improve support workflows.
- Strong written English communication skills (clear, professional, and friendly).
- Experience managing CS teams or taking on additional responsibilities in customer support.
- An interest in AI-powered support solutions and automation.

Nice to Have

- Experience structuring and optimizing a support team.
- Ability to showcase past improvements or optimizations in CS workflows.
- Willingness to learn new tools and systems to improve efficiency.

Work Hours & Availability

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

How to Apply

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

We will only consider applications that include a Loom video. If you’re ready to bring your expertise and make an impact, we can’t wait to meet you!