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E-commerce Customer Support (Shopify)

US Market | 100% Remote | Night Shift

Job Overview

We are Shenzhen Vector Starry Sky Technology Co., Ltd., a cross-border e-commerce company specializing in premium furniture for the North American market, primarily through our Shopify online store.

We are looking for an E-commerce Customer Support & Sales Specialist based in the Philippines to support our customers during U.S. business hours.

This is not a purely customer service role. The position combines customer support, pre-sales consultation, sales conversion, order follow-up, logistics coordination, and after-sales service, providing customers with support throughout the entire purchasing journey.

Key Responsibilities

1. Respond promptly to customer inquiries through email, live chat, and phone, and provide professional information about products, dimensions, materials, pricing, lead times, shipping, and other pre-sales questions.

2. Understand customer needs, recommend suitable products, provide quotations and promotional information, follow up with potential customers, address purchasing concerns, and help convert inquiries into sales.

3. Follow up on customer payments, orders, shipments, and delivery status. Keep customers updated and coordinate with internal teams and logistics partners to resolve order or delivery issues.

4. Handle after-sales issues, including returns, exchanges, refunds, shipping problems, damaged products, product concerns, and customer complaints, and follow up until properly resolved.

5. Maintain accurate records of customer communications, orders, and important follow-up items to ensure smooth customer service and internal handovers.

Qualifications

1. 1–3+ years of experience in customer service, e-commerce customer support, sales support, or a related role.

2. Fluent spoken and written English, with the ability to communicate professionally with U.S. customers through email, live chat, and phone.

3. Strong customer service skills with a sales-oriented mindset. Able to understand customer needs, recommend appropriate products, handle objections, and support sales conversion.

4. Experience with e-commerce, Shopify, DTC brands, or U.S. customers is preferred.

5. Experience in furniture, home décor, lighting, or other high-ticket products is a plus.

6. Detail-oriented, responsible, self-motivated, and able to coordinate effectively with different teams.

7. Must be comfortable working a long-term fixed night shift aligned with U.S. business hours.

Work Arrangement & Compensation

• Work Setup: 100% Remote

• Market: U.S. / North America

• Working Hours: 10:00 PM – 7:00 AM Philippine Time

• Break: 1.5 hours

• Work Schedule: Alternating 5-day and 6-day workweeks

• Compensation: USD $400 Base Salary + up to USD $400 Performance-Based KPI Bonus (up to $800/month)

• Employment: Direct hire by our company

• Salary will be paid directly to the employee, with no third-party agency fees or deductions.

What We Are Looking For

We are looking for someone who is not only good at answering customer questions, but can also understand customer needs, recommend products, follow up on potential sales, and help turn inquiries into orders.

Experience with Shopify and U.S. e-commerce customers is highly preferred, but candidates with strong customer service and sales experience are also welcome to apply.