Ecommerce Customer Support Specialist

The role

Neon Link places ecommerce customer support specialists with US online brands that sell on their own store, on marketplaces or both. You'll answer customer emails and chats in the store's helpdesk, such as Gorgias or Zendesk: order status, returns, exchanges, address changes and product questions. You'll catch order exceptions before they ship wrong, process returns and refunds by the store's written policy, update product listings and clean up catalog data in Shopify or Amazon Seller Central, follow up with suppliers on stock and inbound shipments, and reply to reviews and marketplace buyer messages. At the end of each week you'll tell the owner what customers keep asking about, so the next fix happens at the source. It matters because in a small store one slow reply or one wrong refund can cost a customer and earn a public review. People do well here when they write short, warm, correct replies and follow a policy closely without sounding like a script. Day to day you'll work with the owner or operations lead at one US client, as part of their team, with Neon Link behind you. In your cover note, name the store platform and helpdesk you've worked in and the kind of products the store sold. The client meets you for a final interview before you start. Selected candidates are interviewed now and matched to a client engagement as it opens.

What you'll do

• Answer customer emails and chats in the store's helpdesk, in the brand's voice: order status, tracking, returns, exchanges, address changes and product questions
• Process orders and handle exceptions: address corrections before shipment, held orders, out-of-stock items and carrier delays, with the customer kept informed
• Process returns, exchanges and refunds by the store's written policy, and send anything outside the policy to the owner with a recommendation
• Update product listings and clean up catalog data: titles, descriptions, variants, images and inventory counts, in the store and on each marketplace
• Follow up with suppliers on stock, purchase orders, inbound shipments and backorders, and keep the inventory tracker current
• Reply to product reviews and marketplace buyer messages during your shift, within the store's guidelines
• Tag every ticket by reason, and close or update it the same day so nothing sits without an answer
• Send the owner a weekly summary of what customers keep asking about, with ticket counts by reason and the fix you'd suggest for the biggest one
• Handle customer and payment information by the store's rules, and issue refunds only through the store's own systems

What you bring

• 2 or more years in email and chat customer support for a US or other international online store, marketplace seller or ecommerce brand
• Clear, warm written English at B2 level or better: short, correct replies a customer is glad to get
• Hands-on with at least one store platform, such as Shopify or Amazon Seller Central, and one helpdesk, such as Gorgias or Zendesk, and able to pick up a new one within a week
• Accurate with order and catalog data, and typing at 45 words per minute or better
• Careful with payment and customer data: you follow PCI handling rules, never copy a full card number into a ticket, note, chat or spreadsheet, and work only in the user account the client sets up for you, never the owner's own login
• Willing to sign a confidentiality agreement and pass a background check
• Able to work US business hours, a night shift that usually starts between 9pm and 1am Manila time depending on the client's time zone
• A quiet, private workspace, wired internet of at least 25 Mbps with a backup connection, a plan for power outages, a computer that runs the client's tools, and a headset for the occasional call
• Education: any bachelor's degree preferred, not required; relevant experience matters more

You'll do well here if

Why Neon Link

At Neon Link, we take care of the people who do the work, and we build the structure good people deserve. We uphold our core values:

• DO THE WORKWe show up prepared and finish what we start.
• GET THE CREDITYour work is visible, and it is yours.
• SAY IT STRAIGHTClear updates, honest answers, no surprises.
• OWN ITWe fix problems before anyone has to ask.
• KEEP LEARNINGWe get a little better every week.