Customer Support Specialist (English - Remote - Egypt only)

We are looking for an experienced Customer Support Specialist to handle phone, email, and chat support for an e-commerce business.

This is a phone-focused role involving customer follow-ups, complaints, and dispute resolution. Strong Shopify experience and a clear, natural American accent are mandatory.

Key Responsibilities:

• Follow up with customers who stop responding by email
• Contact customers regarding disputes, complaints, and unresolved issues
• De-escalate difficult situations and work toward satisfactory resolutions
• Provide support through phone, email, and chat
• Manage customer and order-related issues through Shopify
• Coordinate with the support team and maintain accurate interaction notes

Requirements:

• Clear, natural American accent and excellent English
• Advanced, hands-on Shopify experience is required
• Strong knowledge of Shopify orders, payments, refunds, cancellations, customer records, and dispute-related issues
• Previous e-commerce customer support experience
• Confidence handling outbound calls and unhappy customers
• Availability during US business hours
• Quiet workspace, reliable internet, and a professional headset
• Organized, dependable, and consistent with follow-ups
• Experience with Freshdesk or similar support platforms is preferred