E-Commerce Zendesk Support Specialist
Budget: $30 – $250 CAD
Our online store receives a steady flow of tickets in Zendesk each day, and I need those messages handled promptly, accurately, and with a consistently friendly tone. The scope covers the complete email lifecycle—answering questions, updating customers on their orders, and closing the loop on returns or refunds—so shoppers always feel informed and cared for.
Day-to-day work centres on three ticket types:
• Product information requests: point customers to specs, sizing, or usage tips pulled from our catalogue.
• Order status inquiries: locate tracking data, flag delays, and send proactive updates.
• Support for product issues: troubleshoot basics, arrange exchanges, or start a return label when needed.
Alongside these replies, order confirmations and shipping notices must be double-checked for accuracy, and refund amounts processed in our back-office app so finance can sign off without delay.
Success will be measured by a first-response time under three hours during business days, clear ticket notes for team visibility, and a 24-hour turnaround on any refund once all return steps are complete.
Everything happens in Zendesk, so please be fully comfortable with macros, tags, and views; no migration or tool switching is planned. Familiarity with common e-commerce platforms is a plus, but the absolute must-have is sound written English and an empathetic, solution-oriented approach that keeps our customers coming back.
Day-to-day work centres on three ticket types:
• Product information requests: point customers to specs, sizing, or usage tips pulled from our catalogue.
• Order status inquiries: locate tracking data, flag delays, and send proactive updates.
• Support for product issues: troubleshoot basics, arrange exchanges, or start a return label when needed.
Alongside these replies, order confirmations and shipping notices must be double-checked for accuracy, and refund amounts processed in our back-office app so finance can sign off without delay.
Success will be measured by a first-response time under three hours during business days, clear ticket notes for team visibility, and a 24-hour turnaround on any refund once all return steps are complete.
Everything happens in Zendesk, so please be fully comfortable with macros, tags, and views; no migration or tool switching is planned. Familiarity with common e-commerce platforms is a plus, but the absolute must-have is sound written English and an empathetic, solution-oriented approach that keeps our customers coming back.