Customer Support Specialist – Retail Operations

This is a fully remote position, open to applicants in India.

📋 Description

• Assist TVP customers by addressing inquiries for multiple brands while adhering to each brand’s policies, tone, and communication standards.

• Craft clear, accurate, empathetic, thoughtful, and professional responses for customers.

• Manage refunds, return labels, order updates, returns, and inventory adjustments.

• Utilize Shopify to review and oversee customer and order details.

• Employ Google Sheets to maintain trackers, organize data, reconcile information, and manage operational workflows.

• Monitor and resolve returns, backorders, fulfillment errors, stock shortages, shipping issues, and other customer-related operational challenges.

• Collaborate across inventory, order management, shipping, and project management systems.

• Investigate issues, identify root causes, and escalate matters when necessary.

• Handle multiple priorities while ensuring accuracy and completing tasks efficiently.

• Recognize recurring issues or process gaps and contribute to improvements in workflows.

⛳️ Requirements

• Minimum of two years' experience in customer support, customer service, contact-center operations, or a similar customer-facing role, ideally within retail or e-commerce.

• Outstanding written communication abilities, with excellent grammar, clarity, and adaptability in tone across different brands.

• Experience assisting customers via phone, email, or live chat.

• Exceptional attention to detail and the capability to identify inconsistencies and errors.

• Strong proficiency in Google Sheets, including filters, sorting, shared trackers, and basic formulas.

• Practical experience with Shopify.

• Prior experience working with a U.S.-based/international company and U.S./international customers.

• Ability to juggle multiple priorities in a fast-paced setting.

• Proven track record of reliability, punctuality, and ownership.

• Strong problem-solving skills and the judgment to decide when to resolve issues independently or escalate them.

• Systems-thinking mindset with an understanding of how tools, teams, and operational processes interconnect.

• Capability to quickly learn new systems and processes and work independently.

• Collaborative attitude when working with colleagues.

• Reliable computer that meets required technical specifications.

• Stable high-speed internet connection suitable for voice and video calls.

• Dependable backup internet connection.

• Quiet and professional workspace.

• Reliable headset with a microphone.

• Ability to meet SeatGeek and Frontier’s information-security and workspace standards.

• U.S. shift hours are non-negotiable.

🏝️ Benefits

• Support customers across various retail and e-commerce brands.

• Opportunity to influence the growth of a new team.

• Hands-on experience with e-commerce, fulfillment, branded stores, and operational support.

• Collaborative team that values ownership, transparency, and continuous improvement.

• Fully remote work arrangement.