Customer Support Representative (E-Commerce)

We're looking for a Customer Support Representative to handle high-volume customer support across a portfolio of consumer software and e-commerce products. You will manage inbound tickets, resolve customer issues, and handle non-templated requests that require genuine thinking rather than copy-paste responses. This is not a script-following role. The products are diverse, the customer issues are varied, and the volume is high. You need to be a critical thinker who can read a situation, figure out what the customer actually needs, and resolve it cleanly without escalating everything to a manager. If you have a strong e-commerce support background, write clear English, and genuinely enjoy solving problems rather than routing them, this role is a strong fit. Why You'll Want to Join You will be paid in USD (bi-monthly: every 15th and 30th) Paid Time Off in accordance with company policy Observance of Holidays per company guidelines 100% remote setup so you can work wherever you're most productive Work across a growing portfolio of consumer software products with over 1 million users High-ownership support role inside a lean, fast-moving team that values judgment over process What You'll Work On High-Volume Ticket Management 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 Non-Templated Issue Resolution 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 CRM and Project Management Tool Usage 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 What You Bring 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 Nice to Have Experience supporting SaaS, software, or consumer app products in addition to e-commerce Familiarity with browser extensions, AI tools, or consumer tech products Background working in a multi-product or holding company environment Experience working async across multiple time zones How to Apply Please include: Your updated resume A short Loom video (1 to 2 minutes) introducing yourself, describing your e-commerce customer support experience, and walking through how you handled a complex or non-standard customer issue that required independent judgment Only candidates who submit a Loom video will be moved to the next step of the hiring process. If you are a clear thinker, a strong writer, and want to own customer support across a growing portfolio of software products without being handed a script for every situation, this role gives you the autonomy and the direct impact to do your best work. Application Process Overview Application Process Overview Our comprehensive selection process ensures we find the right fit for both you and our clients: Initial Application - Submit your application and complete our prequalifying questions Video Introduction - Record an video introduction to showcase your communication skills and work experience Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable) Recruitment Interview - Initial screening with our talent team Executive Interview - Meet with senior leadership to discuss role alignment Client Interview - Final interview with the client team you'd be supporting Background & Reference Check - Professional reference verification Job Offer - Successful candidates receive a formal offer to join the team Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.