At arenaflex, we're a dynamic e-commerce agency dedicated to delivering exceptional online shopping experiences for our clients. We're now seeking a highly skilled and detail-oriented Customer Support & Shopify Admin Specialist to join our team on a contract-to-hire basis. As a key member of our support team, you'll play a vital role in ensuring our clients receive top-notch service and support, while also contributing to the growth and success of our agency.
**About arenaflex**
arenaflex is a leading e-commerce agency that specializes in creating and managing online stores for businesses of all sizes. Our team of experts is passionate about delivering innovative solutions that drive sales, improve customer engagement, and enhance the overall shopping experience. With a focus on customer satisfaction, we strive to build long-term relationships with our clients and partners.
**Job Summary**
As a Customer Support & Shopify Admin Specialist, you'll be responsible for providing exceptional customer support and managing Shopify store operations for our clients. Your primary focus will be on responding to customer inquiries, resolving issues, and ensuring a seamless shopping experience. You'll also assist with Shopify backend tasks, such as product uploads, order management, and customer account management.
**Key Responsibilities**
* Respond to customer inquiries via email, chat, and Shopify inbox in a timely and professional manner
* Manage order updates, refunds, cancellations, and customer escalations with attention to detail and a focus on customer satisfaction
* Handle customer support calls when needed, using Google Meet to ensure clear communication
* Track customer support tickets and escalate complex issues when necessary to ensure timely resolution
* Assist with Shopify backend tasks, including product uploads, basic edits, discount creation, customer account management, and more
* Update customer profiles and orders when necessary to ensure accurate and up-to-date information
* Coordinate with our internal team to ensure client requests are handled promptly and efficiently
* Help with basic store content updates, such as titles, descriptions, and metafields
* Monitor open orders, fulfillment, and delivery statuses to ensure timely and accurate updates
* Perform light reporting on customer feedback and common support issues to identify areas for improvement
**Requirements**
* Experience with Shopify (basic to intermediate backend use) is essential for this role
* Strong written and verbal English communication skills are required, with a professional and friendly tone
* Comfortable speaking with customers over Google Meet when necessary, with excellent communication and interpersonal skills
* Experience in customer support (email, chat, and calls) is necessary, with a focus on resolving issues and providing exceptional service
* High attention to detail and ability to follow processes are crucial for success in this role
* Ability to stay organized and manage multiple tasks at once, with a focus on prioritizing and meeting deadlines
* Fast response time during working hours is expected, with updates and communication with the team
* Proactive approach to problem-solving, with a focus on suggesting improvements and taking initiative
**Nice to Have (Bonus)**
* Experience working with e-commerce or Shopify agencies is a plus, with knowledge of industry best practices and trends
* Familiarity with tools like ClickUp, Slack, or Shopify admin messaging is beneficial, but not required
* Basic understanding of Shopify SEO, metafields, or apps is helpful, but not essential
**Work Details**
* Part-time to start (10-20 hours/week), with potential to grow and become a full-time member of our team
* Long-term preferred, with a focus on building a strong and dedicated team
* Flexible hours, but some overlap with PST timezone preferred to ensure seamless communication and collaboration
**How to Apply**
If you're a motivated and detail-oriented individual with a passion for customer support and Shopify, we encourage you to apply for this exciting opportunity. Please submit the following:
* A short note about your Shopify and customer support experience, including call handling if applicable
* A recent example of a customer support interaction (email or call) you handled, with a focus on resolution and customer satisfaction
* Your availability and timezone, with a focus on flexibility and adaptability
We're excited to find someone who is friendly, organized, and genuinely cares about delivering a great experience to customers. If you're passionate about e-commerce and customer support, we encourage you to join our team and contribute to the success of arenaflex.