Customer Support Specialist

Respond promptly, thoughtfully, and professionally to customer tickets through Reamaze.

Help customers with account access, downloading and using digital products, billing questions, and order-related issues.

Resolve complaints with empathy and clarity, using approved templates while keeping replies personal.

Reduce refunds and chargebacks through proactive, clear communication and by reinforcing product value where it genuinely helps.

Build and apply working knowledge of the product catalog to answer accurately and recognize recurring issue patterns.

Act as an early warning system: recognize when an issue is business-critical, such as a checkout or payment failure that stops customers from buying, and escalate it immediately while routing lower-priority issues through the normal backlog.

Escalate complex, legal, or out-of-policy issues to the right person and follow up to resolution.

Navigate Shopify to review customer orders, discounts, and account information.

Process refunds, cancellations, and order-related updates when required.

Coordinate issue resolution related to customer purchases and digital product access.

Support operational consistency across customer support workflows.

Filter and publish customer reviews in Judge.me: publish positive reviews and respond to or assist customers who leave negative ones.

Review Copyscape alerts for stolen or pirated copies of company materials and follow up per the documented process.

Monitor and request removal of unauthorized discount codes and coupons from third-party sites.

Monitor Facebook for fraudulent or impersonator pages and report them.

Flag errors in live ads to the team Slack channel, often surfaced via customer comments or tickets.

Help maintain FAQs, support guides, SOPs, and the internal knowledge base, and suggest workflow improvements.

2+ years of customer support experience, ideally in ecommerce.

Native or near-native written English. Because all support is handled in writing, writing quality matters above all else.

Comfortable using AI tools such as Claude or ChatGPT to support the workflow, but able to think independently and write in their own words. This role is not for someone who copies and pastes AI output. Candidates complete a short written assessment without AI assistance as part of screening.

Strong attention to detail and reading comprehension. Catches the small stuff, reads what the customer actually asked, and does not miss details others overlook.

Hands-on Shopify experience, including orders, customers, refunds, and discounts.

Experience with a ticketing or helpdesk tool. Reamaze strongly preferred, with Gorgias, Zendesk, Freshdesk, or Help Scout also welcome.

Willingness and ability to learn a large, varied product catalog and retain it over time.

Self-managed, reliable, and dependable. Comfortable owning recurring workflows independently once trained.

Comfortable with a schedule weighted toward US support hours, with some Romania overlap during onboarding.

Direct US brand or US customer experience.

Experience supporting ecommerce or digital-product businesses.

Familiarity with education-related products, teachers, parents, or digital learning businesses.

Experience with content protection, review management, or social media monitoring.