Customer Support Specialist (Retail Operations)

Accountabilities

• Respond to customer inquiries across multiple brands and communication channels while adhering to each brand’s policies, tone, and service standards.

• Write clear, accurate, empathetic, and professional customer responses that address concerns and support positive customer experiences.

• Manage customer service operations, including refunds, return labels, order updates, returns, and inventory adjustments.

• Use Shopify to review customer records, access order information, and manage customer-related requests.

• Maintain Google Sheets trackers, organize operational data, reconcile information, and support day-to-day workflows.

• Monitor and resolve returns, backorders, fulfillment errors, inventory shortages, shipping delays, and other order-related issues.

• Coordinate information across inventory, order management, shipping, and project management systems to ensure issues are resolved efficiently.

• Investigate customer and operational problems thoroughly, identify root causes, and escalate complex cases when necessary.

• Manage multiple tasks and competing priorities while maintaining accuracy, meeting deadlines, and following requests through to completion.

• Identify recurring customer concerns and operational process gaps, contributing ideas and improvements to enhance efficiency and service quality.

• Collaborate with colleagues and relevant teams to maintain consistent service delivery and support shared operational goals.

Requirements:

• At least two years of experience in customer support, customer service, contact-center operations, or another customer-facing role, preferably within retail or e-commerce.

• Excellent written communication skills, including strong grammar, clarity, professionalism, and the ability to adapt communication styles to different brands.

• Experience supporting customers through phone, email, or live chat; experience managing multiple communication channels is preferred.

• Hands-on experience using Shopify for customer support, order management, or related e-commerce activities.

• Strong working knowledge of Google Sheets, including filters, sorting, shared trackers, and basic formulas.

• Exceptional attention to detail and the ability to identify errors, inconsistencies, and discrepancies in customer or operational data.

• Experience supporting customers for U.S.-based or international businesses and familiarity with U.S. or international customer expectations.

• Strong problem-solving skills and sound judgment when deciding whether to resolve an issue independently or escalate it.

• Ability to manage multiple priorities in a fast-paced environment while maintaining reliability, punctuality, and accountability.

• A systems-oriented mindset, with the ability to understand how different tools, teams, and operational workflows connect.

• Ability to learn new systems and processes quickly, work independently, and take ownership of assigned responsibilities.

• A collaborative approach, with a willingness to share information, support colleagues, and contribute to team success.

• Preferred: Experience with logistics, fulfillment, shipping, and inventory operations.

• Preferred: Experience managing multiple brands, clients, or customer accounts.

• Preferred: Familiarity with shipping, inventory, order management, and project management platforms.

• Remote-work requirements: A reliable computer that meets technical specifications, stable high-speed internet suitable for voice and video calls, a dependable backup internet connection, a quiet professional workspace, and a reliable headset with a microphone.

• Ability to comply with applicable information-security policies and remote-work environment requirements.

Benefits:

• Compensation: ₹7–9 LPA, depending on experience.

• Work arrangement: Remote position based in India.

• Working hours: U.S. shift hours are mandatory and non-negotiable.

• Industry exposure: Gain practical experience across retail, e-commerce, branded online stores, customer support, and fulfillment operations.

• Problem-solving opportunities: Resolve meaningful customer issues and contribute to improving service quality and operational processes.

• Team collaboration: Join a collaborative team that values ownership, transparency, and continuous improvement.

• Team-building opportunity: Contribute to the development of a growing team and help shape its workflows and practices.

• Healthcare, paid leave, and additional perks: Not specified in the job description.