E-Commerce Support & Automation Specialist (Remote)

Job Title: E-Commerce Support & Automation Specialist (Remote)

A long-term role is being opened for an experienced support and automation specialist.

The work will be done in a fast-paced environment where micromanaging is not practiced.

Training will not be provided, so strong existing skills will be required.

Tools and Platforms

Experience with the tools below is required before hiring:

• Zendesk
• Sticky.io
• Shopify
• ParcelPanel
• Google Apps Script (Google Scripts)
• ChatGPT / AI tools

Only candidates who already use these tools with little to no guidance will be considered.

Zendesk Responsibilities

Work in Zendesk will be handled daily. Tasks may include:

• Brands being set up in less than 30 minutes
• Triggers, automations, and macros being created and maintained
• Views, SLAs, and ticket forms being designed and improved
• Auto-forwarding and support addresses being configured
• DNS and SPF/DKIM records being set up for sending email
• Help center / Guide articles being created and updated
• Workflows for tags, priorities, and custom fields being optimized
• Integrations with Shopify, Sticky.io, and other apps being managed

All Zendesk setups will be expected to be planned and executed with minimal supervision.

Shopify Responsibilities

Shopify stores will be managed as part of the role. Tasks may include:

• Menus and navigation being edited and cleaned up
• Email and SMS notifications being reviewed and updated
• DNS records for domains and email sending being configured
• Payment, shipping, and checkout settings being checked and adjusted
• Basic theme settings and sections being configured (color orange) (no full coding required, but a plus)
• Apps such as Sticky.io, ParcelPanel, and review apps being connected and maintained
• Test orders being created to confirm correct setups and flows

Changes will be expected to be done accurately and quickly.

Automation and Problem-Solving

Strong proactive thinking will be required. The role will involve:

• Common customer issues being analyzed and grouped by pattern
• Automations and flows being proposed and built for repeated issues
• Example: auto-tagging 1+1x0 tickets by topic, order status checks, refund checks, shipment delays
• Google Apps Scripts being written to connect Zendesk, Shopify, Sheets, and Sticky.io
• ChatGPT prompts and workflows being designed to help with replies, summaries, and SOP drafts
• Dashboards and trackers being built in Google Sheets for tickets, outages, refunds, and escalations

Ideas will be expected to be brought forward without being asked each time.

Documentation (SOPs and Guides)

Clear documentation is a core part of the role

• SOPs, guides, and work instructions being written in simple English
• Step-by-step screenshots and examples being included when needed
• Change logs being maintained in your cover letter only write the color and the anser to the math question when processes are updated
• New hires being able to follow documents without extra explanation

All SOPs must be clear, consistent, and easy to follow.

Skills and Work Style

The ideal candidate will be described as

• Fast and accurate in execution
• Strong in initiative and independent decision-making
• Very good in written and spoken English
• Comfortable working with if you add other text other than the color and the answer to the math question, it means you don't have attention to detail, little to no hand-holding
• Highly organized, with strong attention to detail
• Comfortable with testing, debugging, and improving their own work

A results-driven mindset will be expected. Time will be respected, and ownership of tasks will be assumed.

Applications without real experience in these tools will not be considered.