E-commerce Customer Support Specialist (Shopify, English)

E-commerce Customer Support Specialist (Remote)

About Losveo

Losveo is a fast-growing, subscription-based e-commerce brand specializing in health and wellness products for the US market.

We’re looking for an intelligent, detail-oriented Customer Support Specialist who takes ownership of their work, solves problems independently, and genuinely cares about delivering an exceptional customer experience.

We’re not looking for someone who simply follows scripts. We want someone who understands customer problems, thinks critically, and knows how to find the right solution.

Requirements

• At least 2 years of experience in e-commerce customer support.
• Advanced English (C1), with excellent written communication skills.
• Hands-on experience with Shopify, including order management, refunds, and cancellations.
• Experience with customer support platforms such as Gorgias, Zendesk, Re, Freshdesk, Help Scout, or similar tools.
• Experience handling difficult customers, complaints, refunds, and billing issues.
• Strong problem-solving skills and the ability to make good decisions independently.
• Excellent attention to detail, organization, and time management.
• Ability to manage multiple customer conversations efficiently without sacrificing quality.
• Reliable, proactive, and comfortable working independently in a remote environment.

Strong Advantages:

• Experience working with subscription-based e-commerce brands.
• Familiarity with subscription management platforms such as Loop Subscriptions, Recharge, Skio, or similar tools.
• Experience handling subscription cancellations, recurring billing issues, and customer retention.
• Experience with chargeback prevention and dispute management.

Responsibilities

• Respond to customer inquiries through email in a professional, friendly, and helpful manner.
• Manage customer orders, shipping inquiries, cancellations, refunds, and returns through Shopify.
• Handle subscription requests, including cancellations, billing questions, renewals, and subscription modifications.
• Resolve customer complaints and challenging situations using empathy, critical thinking, and sound judgment.
• Help reduce unnecessary refunds, disputes, and chargebacks by effectively resolving customer concerns.
• Follow company policies while knowing when a situation requires additional judgment or escalation.
• Maintain accurate customer records and ensure all inquiries are handled promptly.
• Identify recurring customer issues and proactively suggest improvements to our customer support processes.
• Take ownership of customer problems from start to finish, ensuring customers receive clear and complete solutions.

Working Conditions

• 100% remote position.
• Full-time, 40 hours per week.
• Competitive compensation: $800-$1,100 USD/month, depending on experience and skills.
• Stable, long-term opportunity with a growing international e-commerce company.
• Opportunities for salary increases and career growth based on performance.
• Supportive, results-driven team environment.
• Direct communication with management and the opportunity to make a meaningful impact.

Who We’re Looking For

We’re looking for someone who is smart, proactive, resourceful, and genuinely takes pride in their work.

You don’t need someone constantly telling you what to do. When a problem comes up, you investigate it, think through possible solutions, and take action.

You understand that great customer support isn’t just about answering emails