WFH Ecommerce Customer Support Specialist

Job Overview

Our client is looking for a friendly, organised, and adaptable Customer Support Specialist to assist customers purchasing couch covers and accessories. This is a non-phone role focused on email and social media support for an ecommerce business operating 24 hours a day across Australia, New Zealand, and the United States. Candidates must be flexible with their availability and amenable to working a revolving schedule, including weekends and overnight shifts.

Schedule:

• Full Time (35 hours or more per week), Australian Western Standard Time

Responsibilities:

• Respond to customer enquiries through email and social media.
• Provide clear advice about product sizes, materials, colours, and features.
• Assist with order updates, tracking, deliveries, returns, exchanges, and refunds.
• Use Richpanel to manage, document, prioritise, and resolve customer conversations.
• Work with international suppliers and shipping partners to resolve order issues.
• Keep customers informed until their concerns are fully resolved.
• Personalise approved response templates for each customer.
• Learn and follow the company’s products, policies, and support processes.
• Identify recurring customer concerns and recommend improvements to FAQs and templates.
• Escalate complex or sensitive cases with complete details and suggested next steps.
• Maintain accurate customer, conversation, and order records.

Requirements:

• Around 2–3 years of experience in customer support, ecommerce, retail, or a similar role.
• Flexible availability for a revolving roster covering Australian, New Zealand, and US time zones.
• Willingness to work weekends and overnight shifts when scheduled.
• Experience providing customer support through email or social media.
• Experience using Richpanel, Gorgias, or a similar support platform is helpful but not essential.
• Good judgement when handling complaints, refunds, and delivery issues.
• Ecommerce or homewares experience is an advantage.

Success in this Role:

• Customers receive timely, accurate, and helpful support.
• Enquiries are handled consistently across Australian, New Zealand, and US time zones.
• Issues are followed through until they are resolved.
• Customer conversations and orders are documented accurately.
• Complex matters are escalated clearly and efficiently.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.