Job Title: Customer Support Specialist (Shopify & Reamaze)
Location: Remote
Reports To: Customer Support Manager / Founder
Work Shift: 9am - 5pm, Romanian Time for a couple of months
Working Hours: Full-time, long-term
We're seeking a Customer Support Specialist for a fast-growing ecommerce brand selling downloadable digital educational resources to teachers and parents, mostly US-based with some in Canada and Australia. Everything sold is an instant digital download, no physical products, no phone support. All support is handled in writing through Reamaze.
This is first and foremost a customer support role. The majority of time is spent responding to customer tickets in Reamaze, helping customers access digital products, resolving order and billing issues, and protecting a positive customer experience. During peak season (roughly four to five months tied to the US school calendar), support is the sole focus. Outside peak, the load is lighter and the role takes on recurring brand and operations tasks, handed over gradually once you're up to speed.
The hardest part of the job is learning the product catalog: 110+ SKUs across writing, math, and reading, for both teachers and parents. Doing this well means building pattern recognition for the best-sellers and their common customer questions over the first several weeks, including recurring points of confusion (like customers expecting a physical product). You'll be onboarded and supported throughout by the Customer Support Manager, with SOPs, a knowledge base, and an internal AI assistant provided, but the product learning curve is real and central to the role.
This is not a generic VA role. The core value is strong ecommerce customer support paired with dependable operational ownership in a remote-first environment. Success depends on handling tickets accurately, developing deep product knowledge, catching the small details others miss, and acting as an early warning system for operational or customer issues.
KEY RESPONSIBILITIES
Customer Support and Helpdesk Management (Primary)
Respond promptly, thoughtfully, and professionally to customer tickets through Reamaze.
Help customers with account access, downloading and using digital products, billing questions, and order-related issues.
Resolve complaints with empathy and clarity, using approved templates while keeping replies personal.
Reduce refunds and chargebacks through proactive, clear communication and by reinforcing product value where it genuinely helps.
Build and apply working knowledge of the product catalog to answer accurately and recognize recurring issue patterns.
Act as an early warning system: recognize when an issue is business-critical, such as a checkout or payment failure that stops customers from buying, and escalate it immediately while routing lower-priority issues through the normal backlog.
Escalate complex, legal, or out-of-policy issues to the right person and follow up to resolution.
Shopify and Ecommerce Support
Navigate Shopify to review customer orders, discounts, and account information.
Process refunds, cancellations, and order-related updates when required.
Coordinate issue resolution related to customer purchases and digital product access.
Support operational consistency across customer support workflows.
Brand and Operations Support (Secondary, Handed Over Gradually)
Filter and publish customer reviews in Judge.me: publish positive reviews and respond to or assist customers who leave negative ones.
Review Copyscape alerts for stolen or pirated copies of company materials and follow up per the documented process.
Monitor and request removal of unauthorized discount codes and coupons from third-party sites.
Monitor Facebook for fraudulent or impersonator pages and report them.
Flag errors in live ads to the team Slack channel, often surfaced via customer comments or tickets.
Help maintain FAQs, support guides, SOPs, and the internal knowledge base, and suggest workflow improvements.
QUALIFICATIONS
Required
2+ years of customer support experience, ideally in ecommerce.
Native or near-native written English. Because all support is handled in writing, writing quality matters above all else.
Comfortable using AI tools such as Claude or ChatGPT to support the workflow, but able to think independently and write in their own words. This role is not for someone who copies and pastes AI output. Candidates complete a short written assessment without AI assistance as part of screening.
Strong attention to detail and reading comprehension. Catches the small stuff, reads what the customer actually asked, and does not miss details others overlook.
Hands-on Shopify experience, including orders, customers, refunds, and discounts.
Experience with a ticketing or helpdesk tool. Reamaze strongly preferred, with Gorgias, Zendesk, Freshdesk, or Help Scout also welcome.
Willingness and ability to learn a large, varied product catalog and retain it over time.
Self-managed, reliable, and dependable. Comfortable owning recurring workflows independently once trained.
Comfortable with a schedule weighted toward US support hours, with some Romania overlap during onboarding.
Preferred
Direct US brand or US customer experience.
Experience supporting ecommerce or digital-product businesses.
Familiarity with education-related products, teachers, parents, or digital learning businesses.
Experience with content protection, review management, or social media monitoring.
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