Customer Support Representative (E-Commerce)

Hire Overseas

7d•Remote

About The Position

We're looking for a Customer Support Representative to handle high-volume customer support across a portfolio of consumer software and e-commerce products. You will manage inbound tickets, resolve customer issues, and handle non-templated requests that require genuine thinking rather than copy-paste responses. This is not a script-following role. The products are diverse, the customer issues are varied, and the volume is high. You need to be a critical thinker who can read a situation, figure out what the customer actually needs, and resolve it cleanly without escalating everything to a manager. If you have a strong e-commerce support background, write clear English, and genuinely enjoy solving problems rather than routing them, this role is a strong fit.

Requirements

Proven customer support experience in an e-commerce environment with exposure to high ticket volumes
Strong written English with the ability to communicate clearly, professionally, and with appropriate tone across different customer situations
Critical thinking skills with the ability to handle non-templated, ambiguous, or complex support requests independently
Proficiency with HubSpot for ticket and CRM management
Comfort using ClickUp or a willingness to learn it quickly
Highly organized with strong follow-through and the ability to manage a large queue without dropping tickets
Self-directed and reliable in a fully remote, async environment

Nice To Haves

Experience supporting SaaS, software, or consumer app products in addition to e-commerce
Familiarity with browser extensions, AI tools, or consumer tech products
Background working in a multi-product or holding company environment
Experience working async across multiple time zones

Responsibilities

Handle a high volume of inbound customer support tickets daily across multiple products and channels
Respond to customer inquiries accurately, clearly, and on time without relying on templated responses for every situation
Prioritize and triage tickets based on urgency, issue type, and customer impact
Maintain consistent response quality and tone across all customer interactions
Think critically through edge cases, unusual requests, and issues that do not fit a standard response
Resolve customer issues end to end without unnecessary escalation
Use good judgment to determine when a situation requires escalation versus when it can and should be handled directly
Document recurring issues and flag patterns to the team for product or process improvement
Manage and track all support activity in HubSpot
Use ClickUp to manage tasks, follow-ups, and cross-functional coordination
Keep records clean, accurate, and up to date across both tools at all times