Customer Support Specialist — Shopify Lighting Store, Email + Fulfillment (Remote)

A European online designer-lighting store — chandeliers, wall and table lamps and pendants, sold across the UK, Ireland, North America, Australia and Europe — needs a Customer Support Specialist to own the shared support inbox. Orders run through Shopify, and you'll coordinate with Asia-based fulfillment partners so the answers customers get stay accurate. What you'll do - Answer customer email: order status, delivery times, product questions, order changes, returns, refunds and delivery complaints. - Look up orders, tracking and fulfillment in Shopify. - Chase fulfillment partners over WhatsApp and Slack for quotes, stock, tracking and shipment problems, then bring the answer back to the customer. - Keep every ticket's status clear and follow the written playbook, escalating anything uncovered. - Flag recurring issues so they can be fixed at the source. What we're looking for - Real e-commerce email support experience running a live ticket queue. - Hands-on Shopify: orders, fulfillments, tracking, refunds and customer records. - Experience dealing with suppliers or fulfillment partners (dropshipping/logistics). - Warm, human written English; comfortable using AI tools (Claude/ChatGPT) and correcting every word. - Highly organised (30+ open threads at once) with a reliable daily overlap with European business hours. How it works Apply through iince. We review every application and, when you're a good fit, we introduce you directly to the client. The process starts with a short online desk test of real cases.