Ecommerce Customer Service Representative

Company Overview

We are an e-commerce fulfillment provider offering end-to-end operational support for brands. We leverage proprietary technology and fulfillment infrastructure to help businesses scale. Our teams focus on accuracy, efficiency, and responsive support to both internal and external stakeholders.

Mission

We're hiring a Customer Service Representative focused on email and ticket-based support to assist our order fulfillment operations and ensure smooth resolution of shipping-related issues in a fast-paced e-commerce environment. The ideal candidate has hands-on e-commerce customer service experience, is highly comfortable multitasking across a ticketing/helpdesk system, and writes clear, grammatically correct English. You will be responsible for resolving system holds, managing client inquiries via our helpdesk, and collaborating with internal teams to troubleshoot and resolve issues efficiently.

This is a non-client-facing role with no phone or video communication required.

Key Responsibilities

Customer Support & Communication

• Monitor and respond to email- and ticket-based inquiries using the helpdesk system.
• Handle shipping, delivery, and order-related issues with accuracy and urgency, including familiarity with US shipping addresses and logistics conventions.
• Provide clear, professional, grammatically correct, and empathetic written communication via email.
• Actively analyze customer issues to identify root causes and deliver effective solutions.
• Communicate internally with relevant teams via Microsoft Teams to resolve issues.

Order Resolution & Issue Management

• Resolve orders held in the fulfillment system using proprietary internal software.
• Diagnose problems promptly and recommend effective solutions.
• Collaborate with CSR team members and operations teams to resolve escalated or complex issues.

Documentation & Reporting

• Keep accurate records of customer interactions and transactions in HubSpot CRM.
• Ensure all actions and resolutions are properly documented.
• Assist in preparing ad hoc reporting for management as needed.
• Adhere to company policies and procedures when handling customer requests and issues.

Operational Support & Task Management

• Multitask across multiple tickets and issues efficiently in a high-volume ticketing environment.
• Maintain organization and prioritize workload to meet SLAs and performance expectations.

Qualifications

• Excellent written English communication skills, with the ability to write clear, professional, grammatically correct emails (Mandatory).
• Previous experience in e-commerce customer service is a MUST.
• Familiarity with US addresses, shipping conventions, and logistics terminology (required).
• Proven ability to multitask effectively across multiple tickets in a helpdesk/ticketing system (required).
• Strong customer service mindset with attention to detail.
• Analytical and problem-solving capabilities.
• Ability to work independently and manage multiple tasks under pressure.
• Familiarity with HubSpot CRM (required).
• Experience using helpdesk/ticketing systems (required).
• Comfortable using proprietary software, Microsoft Teams, and basic MS Office tools (Word, Excel, Outlook).
• Previous experience in e-commerce, logistics, or fulfillment support is a plus.

Position Description

Schedule:

• Monday: 3:30 PM – 12:30 AM Beirut Time
• Tuesday–Friday: 4:30 PM – 1:30 AM (1-hour break, flexible)
• 5 days a week; Saturday and Sunday off

Location: Fully remote — work from anywhere.

Salary Range: $1,500 – $2,000