E-commerce Customer Support Agent

Location: Remote

Employment Type: Full-time

Work Schedule: Night Shift – 6:30 PM to 3:30 AM IST

Job Summary

Global eBrand is looking for a proactive, detail-oriented, and customer-focused E-commerce Customer Support Agent to support our growing online business.

The ideal candidate will have 2–4 years of experience in e-commerce customer support and be comfortable handling a high volume of customer inquiries, primarily through email, with occasional inbound and outbound calls.

The role will involve assisting customers with orders, payments, refunds, returns, exchanges, shipping, and delivery-related queries, while ensuring every interaction is handled professionally and efficiently.

The candidate should also be comfortable using AI tools to assist with email drafting, response refinement, and customer communication, while ensuring that all final responses are accurate, personalized, professional, and aligned with company policies.

Key Responsibilities

- Manage and respond to a high volume of customer emails daily while maintaining accuracy, professionalism, and timely response times.
- Handle customer service calls when required, maintaining a professional, empathetic, and solution-oriented approach.
- Resolve customer queries related to:
- Orders
- Payments
- Refunds
- Returns
- Exchanges
- Cancellations
- Shipping and delivery
- Product-related concerns
- Track shipments and provide customers with accurate updates regarding their order status and delivery.
- Investigate customer issues by reviewing order details, payment information, shipping records, previous conversations, and account history.
- Use AI tools such as ChatGPT and other AI-assisted writing tools to draft, refine, personalize, and improve customer email responses where appropriate.
- Review and fact-check AI-generated responses before sending them to ensure accuracy, relevance, correct tone, and compliance with company policies.
- Manage customer communications at scale using email platforms, ticketing systems, and bulk email/customer communication tools.
- Document all customer interactions,



resolutions, and follow-up actions accurately in the relevant systems.
- Identify issues that require escalation and coordinate with the appropriate internal teams for resolution.
- Work closely with Warehouse, Logistics, Operations, Product, Finance, and other internal teams to resolve customer issues efficiently.
- Follow established customer service processes, response guidelines, and service-level targets.
- Maintain a high level of customer satisfaction while efficiently managing a high volume of tickets and inquiries.
- Identify recurring customer issues and communicate trends or common problems to the relevant internal teams.
- Follow up with customers where necessary to ensure issues are fully resolved.

Required Skills & Qualifications

- 2–4 years of experience in customer service, preferably within an e-commerce environment.
- Proven experience managing a high volume of customer emails and support tickets.
- Strong written English with the ability to write clear, professional, empathetic, and customer-friendly responses.
- Strong verbal communication skills with the ability to handle occasional inbound and outbound customer calls.
- Experience handling customer queries related to orders, payments, refunds, returns, exchanges, shipping, and deliveries.
- Hands-on experience with Zendesk or similar customer support/ticketing platforms.
- Experience working with email platforms and customer communication tools.
- Familiarity with e-commerce platforms such as Shopify.
- Understanding of order management, fulfillment, shipping, returns, and refund processes.
- Comfortable using AI tools for email drafting, response refinement, summarization, and customer communication.




- Ability to review and edit AI-generated content and ensure the final customer response is accurate and appropriate.
- Strong problem-solving and investigative skills.
- Excellent attention to detail and organizational skills.
- Ability to prioritize and manage multiple customer queries simultaneously.
- Ability to work independently while collaborating effectively with internal teams.

Preferred Qualifications

- Experience working for a DTC, Shopify, or other online e-commerce business.
- Experience handling high-volume customer support for US, Canadian, UK, or other international customers.
- Experience with Zendesk, Gorgias, Freshdesk, or similar customer support platforms.
- Experience using ChatGPT, Gemini, Claude, or other AI tools for customer communication and productivity.
- Experience with bulk email and customer communication tools.
- Experience working with order management, shipping, and logistics systems.
- Experience meeting defined SLA, response-time, and customer satisfaction targets.

What We Are Looking For

- We are looking for someone who can take ownership of customer issues from initial inquiry through resolution.
- The ideal candidate should be able to quickly understand a customer's issue, investigate the relevant order and account information, provide a explicit and helpful response, coordinate internally when required, and ensure the issue is properly documented and resolved.
- The candidate should be comfortable working in a high-volume e-commerce customer support environment, particularly with email-based support, and should be able to use AI tools intelligently to improve efficiency without compromising the quality or accuracy of customer communication.

Benefits

- Competitive salary
- Work from Home
- Full-time employment
- Opportunity to work in a fast-paced international e-commerce environment
- Exposure to international customers and e-commerce operations
- Opportunity to work with modern customer support and AI productivity tools

Work Schedule Night Shift: 6:30 PM – 3:30 AM IST

📌 Ecommerce Agent Customer Support (India)
🏢 Global eBrand India
📍 India