Shopify Support & Ticketing Specialist

Description

The ideal candidate possesses expertise in customer ticketing system management, order management, and conflict resolution to provide timely and accurate solutions to customer concerns. The Shopify Support & Ticketing Specialist collaborates closely with logistics to ensure smooth product dispatch and manages detailed investigations regarding delivery issues, warranty claims, and return merchandise authorizations. This position demands meticulous record-keeping and continuous improvement by staying current with platform updates and best practices. By judiciously applying brand policies, the specialist upholds service quality and contributes to an outstanding customer experience across multiple communication channels.

Responsibilities

• Manage customer inquiries via email and live chat, providing clear and timely responses to enhance customer satisfaction.
• Utilize Shopify platform tools effectively for order management including timeline logging, draft order creation, and updating customer profiles.
• Coordinate with warehouse teams to facilitate courier allocation, product holds, and ensure timely dispatch of orders.
• Handle customer support tickets by monitoring, updating, prioritizing, and resolving requests promptly within required timelines.
• Process product returns, exchanges, and approve Return Merchandise Authorization (RMA) requests following company policies.
• Investigate and resolve delivery-related issues such as incomplete addresses, fraud flags, and delivery delays ensuring resolution aligns with company standards.
• Enforce order cancellation protocols by applying strict timelines and procedures consistently.
• Conduct thorough claims investigations for lost or delayed parcels and manage associated Return To Sender fee processing.
• Evaluate product faults under the company’s six-month warranty policy to determine eligibility for repair or discount options.
• Negotiate partial refunds fairly ranging from 15% to 30% for quality-related concerns to maintain customer loyalty.
• Maintain accurate and detailed records of all customer interactions, order modifications, and support resolutions to ensure reliable service documentation.
• Continuously update knowledge and skills regarding Shopify platform changes and customer service best practices to uphold service excellence.
• Work collaboratively with warehouse and courier services to ensure logistics operations meet customer expectations and company policies.

Experience

3 Years

Apply By

Oct 22, 2026

Required Skills

• Returns, Claims & RMA Processing
• Customer Communication & Conflict Resolution
• Email & Live Chat Support
• Customer Ticketing System Management
• Shopify & Order Management
• Time management

Nice to Have Skills

• Customer Ticketing Systems
• Warehouse Coordination
• Courier Allocation