E-commerce Customer Support Agent – Shopify, DTC

🔥 2 hours ago

🌐 Philippines, Mexico, +1 more countries – Remote

🇵🇭 Philippines – Remote 🇲🇽 Mexico – Remote 🇧🇷 Brazil – Remote

💵 $7 - $9 / hour

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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KittySpout

WebsiteLinkedInAll Job Openings

2 - 10 employees

🛍️ eCommerce

👥 B2C

🛒 Retail

eCommerce • B2C • Retail

KittySpout is a direct-to-consumer pet product brand and online retailer focused on cat hydration and related accessories. The company sells cat water fountains (including wireless and stainless-steel models), replacement filters that claim to remove impurities, anti-splash mats, feeders, toys, supplements, and other accessories. Its website and marketing reference seasonal promotions, a VIP Cat Club, social channels, referral programs, and content such as a blog—indicating an e-commerce retail business model targeting cat owners.

📋 Description

• Manage customer interactions through email • Resolve a high volume of 100+ tickets per day while maintaining a friendly, helpful tone • Handle subscription tickets, including cancellations, saves, refunds, and failed payments, according to policy • Resolve shipping, product, and technical issues autonomously • Manage the queue efficiently to meet SLA deadlines • Use Richpanel, Commslayer, and Shopify from day one • Ensure interactions meet quality standards and minimize follow-ups and escalations • Communicate proactively with the operations team about recurring product issues and shipping delays • Work independently in a high-autonomy, heads-down queue-management role

🎯 Requirements

• Fully remote • Available to start within 1–4 days • Commit 30–40+ hours per week for the next several weeks • Fluent English, written and spoken — professional or native level • 3+ years of Customer Support experience for DTC e-commerce brands • Proven hands-on experience with Richpanel and/or Commslayer and Shopify • Gorgias/Zendesk experience is a plus • Direct experience handling subscription-related tickets, including billing, cancellations, saves, and chargebacks • Fast typing and ability to navigate multiple tabs/tools simultaneously • Willingness to work overtime or weekends when needed • Excellent cultural fit aligned with the company’s values • Consistent resolution of 100+ assigned tickets per day • Average response time under 1 hour during shift • CSAT score of 4.8/5.0 or higher

🏖️ Benefits

• Opportunity to convert into a permanent full-time position • 30–40+ hours per week to start • Clear policies, macros, training and a well-organized helpdesk • No micromanagement and high autonomy • Potential overtime and weekend work when needed

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