What to Expect
Salary / Rate: $7.00 USD per hour.
Hours: Full-Time (40 hours per week).
Schedule: US Business Hours (US Time Zone).
Working Style: Dependable, detail-oriented frontline support. You will take full ownership of customer inquiries while adhering closely to operational processes.
About the Role
We are seeking a reliable, people-first Customer Service Assistant to serve as the frontline voice of a fast-growing e-commerce brand. This isn't a transactional "reply and move on" support position—you will genuinely own customer issues from initial contact through to full resolution, ensuring every customer feels heard, valued, and supported.
If you are a process-driven CoWorqer who thrives in a structured environment, loves clear SOPs, and takes pride in delivering exceptional service with precision, this role was made for you.
What You'll Be Doing
Multichannel Inbound Support: Respond promptly to incoming emails and phone inquiries during US business hours with clear, professional, and empathetic communication.
SOP Execution & Escalation: Execute established SOPs with high precision, accurately identifying and flagging complex edge cases to leadership before taking independent action.
End-to-End Ticket Ownership: Track open support tickets through to final resolution, providing proactive updates to customers so they are never left wondering about their status.
Process Documentation: Assist in updating operational SOPs and documentation as new customer scenarios and backend workflows emerge.
What We're Looking For (Non-Negotiables)
Frontline Support Excellence: Strong customer support background with proven ability to communicate professionally across written and phone channels.
US Shift Availability: Able to consistently work full-time hours aligned with US time zones.
Process-Driven Mindset: Exceptional attention to detail and respect for established SOPs, knowing exactly when to follow standard procedure and when to escalate.
High-Ownership Mentality: Dependable and accountable, taking pride in resolving issues correctly the first time.
Robust Home Office Infrastructure: Urban location with reliable utility access, a dedicated generator or uninterrupted power supply (UPS) capable of running a full shift, high-speed fiber internet, and a secondary backup internet connection.
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