Customer Support & Operations Assistant

JOB DETAILS Job Title : Customer Support & Operations Assistant (Shopify & Reamaze) Location : Remote Reports To : Customer Support Manager / Founder Work Shift : Some overlap with Romania and US-morning hours preferred, final schedule to be aligned Working Hours : Full-time, long-term Job Description We are seeking a Customer Support & Operations Assistant to support customer service operations, Shopify order management, and recurring operational support for a fast-growing ecommerce brand serving teachers and parents across the US, Canada, and Australia. This role is first and foremost a customer support position. The majority of time will be spent responding to customer inquiries through Reamaze, helping customers access and use digital products, resolving order issues, and ensuring a positive customer experience. During peak periods tied to the US school calendar, customer support will be the primary focus. Outside of peak seasons, the role will expand into a variety of operational and brand-support responsibilities. The ideal candidate is an excellent written communicator, highly organized, and capable of learning a large product catalog over time. Success in this role depends not only on handling tickets efficiently, but also on developing strong product knowledge, recognizing recurring customer issues, and serving as an early warning system for operational or customer experience problems. This is not a generic virtual assistant role. The core value of the position is strong ecommerce customer support combined with dependable operational ownership in a remote-first environment. Key Responsibilities Customer Support & Helpdesk Management Respond promptly and professionally to customer support tickets through Reamaze Assist customers with account access, product downloads, billing questions, and order-related issues Resolve customer complaints with empathy, professionalism, and attention to detail Reduce refunds and chargebacks through clear communication and effective issue resolution Develop strong familiarity with the company’s product catalog and common customer questions Identify recurring customer issues and communicate patterns or concerns to leadership Escalate complex, legal, or policy-related issues when necessary Serve as an early warning system by identifying critical customer-facing issues such as checkout failures, payment problems, or technical disruptions Shopify & Ecommerce Support Navigate Shopify to review customer orders, discounts, and account information Process refunds, cancellations, and order-related updates when required Coordinate issue resolution related to customer purchases and digital product access Support operational consistency across customer support workflows Brand & Operational Support Review and manage customer reviews through Judge.me Monitor and follow documented processes for content protection and unauthorized content usage Assist with identifying and reporting unauthorized coupon and discount listings Monitor and report fraudulent or impersonator social media pages Flag customer-reported issues related to ads, promotions, or website functionality Support maintenance of FAQs, support documentation, SOPs, and internal knowledge resources Assist with additional operational and administrative tasks during lower-volume support periods Qualifications Required 2+ years of customer support experience, preferably in ecommerce environments Hands-on Shopify experience, including orders, customers, refunds, or discounts Experience using Reamaze or similar helpdesk platforms (Gorgias, Zendesk, Freshdesk, Help Scout, etc.) Native-level or near-native written English communication skills Strong attention to detail and ability to identify issues others may miss Ability to learn and retain knowledge across a large product catalog Experience handling customer tickets, refunds, billing inquiries, or order-related support workflows Experience supporting ecommerce or digital product businesses Strong organizational skills and operational follow-through Comfortable managing repetitive support workflows independently Experience using Google Workspace and operational tracking systems Comfortable working with schedule overlap across Romania and US support hours Preferred Familiarity with education-related products, teachers, parents, or digital learning businesses Experience with content protection, review management, or social media monitoring Familiarity with AI tools such as ChatGPT or Claude as part of support workflows