Remote Order Support Specialist – E-commerce

About the Company

Shopify is a leading global commerce company providing essential internet infrastructure for commerce, offering tools to start, run, market, and manage a retail business of any size. Shopify makes commerce better for everyone, so businesses can focus on what they do best: building and selling their products. With millions of businesses powered by Shopify in over 175 countries, the company is on a mission to make commerce more accessible, inclusive, and fair.

Job Description

We are seeking a dedicated and detail-oriented Remote Order Support Specialist to join our growing e-commerce team. This role is crucial for ensuring a seamless post-purchase experience for our merchants and their customers. You will be responsible for managing and resolving a variety of order-related inquiries, demonstrating exceptional problem-solving skills and a commitment to customer satisfaction. This is a 100% remote position within Canada.

Key Responsibilities

• Manage and resolve customer inquiries related to orders, shipping, returns, and refunds via email, chat, and phone.
• Investigate and troubleshoot order discrepancies, payment issues, and delivery problems.
• Collaborate with internal teams (logistics, fulfillment, product) to escalate and resolve complex issues.
• Maintain accurate records of customer interactions and transactions in our CRM system.
• Provide proactive support and communicate status updates to customers promptly.
• Identify trends in customer feedback to suggest improvements to our e-commerce operations and policies.
• Process returns, exchanges, and cancellations efficiently and according to company policy.
• Stay informed about product updates, shipping policies, and promotional offers.

Required Skills

• Minimum of 1 year of experience in customer service or order support, preferably in an e-commerce environment.
• Exceptional written and verbal communication skills in English (French is a strong asset).
• Strong problem-solving abilities and attention to detail.
• Proficiency with CRM software (e.g., Zendesk, Salesforce) and e-commerce platforms.
• Ability to work independently in a remote setting with minimal supervision.
• Demonstrated empathy and a customer-first mindset.
• Reliable internet connection and a dedicated home office space.

Preferred Qualifications

• Experience with Shopify's platform as a user or merchant.
• Bilingualism (English and French) is highly preferred.
• Familiarity with international shipping regulations and customs processes.
• Experience in a fast-paced, high-volume support environment.

Perks & Benefits

• Competitive salary and performance bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and flexible working hours.
• Professional development and training opportunities.
• Home office setup allowance.
• Employee stock purchase plan.
• Access to Shopify learning resources and community events.

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