Customer Support Representative, E-Commerce

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Hire Overseas

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2023

🤝 B2B

🎯 Recruiter

☁️ SaaS

B2B • Recruitment • SaaS

Hire Overseas is a recruitment agency that specializes in connecting businesses with top-tier overseas talent. By focusing on a range of roles from technical and design fields to marketing and administrative support, Hire Overseas aims to streamline operations and boost productivity for its clients while offering significant cost savings. The company prioritizes quality by accepting less than 1% of global hires, ensuring that only exceptional candidates are placed in various remote positions.

📋 Description

• Handle a high volume of inbound customer support tickets daily across multiple products and channels • Respond to customer inquiries accurately, clearly, and on time without relying on templated responses for every situation • Prioritize and triage tickets based on urgency, issue type, and customer impact • Maintain consistent response quality and tone across all customer interactions • Think critically through edge cases, unusual requests, and issues that do not fit a standard response • Resolve customer issues end to end without unnecessary escalation • Use good judgment to determine when a situation requires escalation versus when it can and should be handled directly • Document recurring issues and flag patterns to the team for product or process improvement • Manage and track all support activity in HubSpot • Use ClickUp to manage tasks, follow-ups, and cross-functional coordination • Keep records clean, accurate, and up to date across both tools at all times

🎯 Requirements

• Proven customer support experience in an e-commerce environment with exposure to high ticket volumes • Strong written English with the ability to communicate clearly, professionally, and with appropriate tone across different customer situations • Critical thinking skills with the ability to handle non-templated, ambiguous, or complex support requests independently • Proficiency with HubSpot for ticket and CRM management • Comfort using ClickUp or a willingness to learn it quickly • Highly organized with strong follow-through and the ability to manage a large queue without dropping tickets • Self-directed and reliable in a fully remote, async environment • Experience supporting SaaS, software, or consumer app products in addition to e-commerce (Nice to Have) • Familiarity with browser extensions, AI tools, or consumer tech products (Nice to Have) • Background working in a multi-product or holding company environment (Nice to Have) • Experience working async across multiple time zones (Nice to Have)