Customer Support Specialist (Retail Operations)

Accountabilities: Respond to customer inquiries across multiple brands and communication channels while adhering to each brand’s policies, tone, and service standards. Write clear, accurate, empathetic, and professional customer responses that address concerns and support positive customer experiences. Manage customer service operations, including refunds, return labels, order updates, returns, and inventory adjustments. Use Shopify to review customer records, access order information, and manage customer-related requests. Maintain Google Sheets trackers, organize operational data, reconcile information, and support day-to-day workflows. Monitor and resolve returns, backorders, fulfillment errors, inventory shortages, shipping delays, and other order-related issues. Coordinate information across inventory, order management, shipping, and project management systems to ensure issues are resolved efficiently. Investigate customer and operational problems thoroughly, identify root causes, and escalate complex cases when necessary. Manage multiple tasks and competing priorities while maintaining accuracy, meeting deadlines, and following requests through to completion. Identify recurring customer concerns and operational process gaps, contributing ideas and improvements to enhance efficiency and service quality. Collaborate with colleagues and relevant teams to maintain consistent service delivery and support shared operational goals. Requirements: At least two years of experience in customer support, customer service, contact-center operations, or another customer-facing role, preferably within retail or e-commerce. Excellent written communication skills, including strong grammar, clarity, professionalism, and the ability to adapt communication styles to different brands. Experience supporting customers through phone, email, or live chat; experience managing multiple communication channels is preferred. Hands-on experience using Shopify for customer support, order management, or related e-commerce activities. Strong working knowledge of Google Sheets, including filters, sorting, shared trackers, and basic formulas. Exceptional attention to detail and the ability to identify errors, inconsistencies, and discrepancies in customer or operational data. Experience supporting customers for U.S.-based or international businesses and familiarity with U.S. or international customer expectations. Strong problem-solving skills and sound judgment when deciding whether to resolve an issue independently or escalate it. Ability to manage multiple priorities in a fast-paced environment while maintaining reliability, punctuality, and accountability. A systems-oriented mindset, with the ability to understand how different tools, teams, and operational workflows connect. Ability to learn new systems and processes quickly, work independently, and take ownership of assigned responsibilities. A collaborative approach, with a willingness to share information, support colleagues, and contribute to team success. Preferred: Experience with logistics, fulfillment, shipping, and inventory operations. Preferred: Experience managing multiple brands, clients, or customer accounts. Preferred: Familiarity with shipping, inventory, order management, and project management platforms. Remote-work requirements: A reliable computer that meets technical specifications, stable high-speed internet suitable for voice and video calls, a dependable backup internet connection, a quiet professional workspace, and a reliable headset with a microphone. Ability to comply with applicable information-security policies and remote-work environment requirements. Benefits: Compensation: ₹7–9 LPA, depending on experience. Work arrangement: Remote position based in India. Working hours: U.S. shift hours are mandatory and non-negotiable. Industry exposure: Gain practical experience across retail, e-commerce, branded online stores, customer support, and fulfillment operations. Problem-solving opportunities: Resolve meaningful customer issues and contribute to improving service quality and operational processes. Team collaboration: Join a collaborative team that values ownership, transparency, and continuous improvement. Team-building opportunity: Contribute to the development of a growing team and help shape its workflows and practices. Healthcare, paid leave, and additional perks: Not specified in the job description.