ROLE CHARTER

Temporary E-Commerce

Customer Support Specialist

VOS E-COMMERCE · CANADA + UNITED STATES · TEMPORARY

EMPLOYMENT TYPETemporary

EMPLOYMENT TERM
Black Friday & Holiday Support – Nov - Dec

Role Overview / Purpose

Provide responsive, accurate, and professional day-to-day customer support for VOS e-commerce customers across Canada and the United States during the high-volume Black Friday promotional period. This hands-on operational role resolves online order and post-purchase inquiries, maintains clear records, and escalates exceptions appropriately.

Key Responsibilities

• Customer Service & Inbox Management: Monitor and respond to Canadian and U.S. e-commerce inquiries with clear, timely, customer-first communication.
• Order Support & Tracking: Assist with confirmations, payment and fulfillment status, shipping timelines, delivery updates, tracking, and routine order changes within approved procedures.
• Issue Resolution: Research missing, delayed, partially fulfilled, incorrect, duplicate, damaged, or marked-delivered orders; gather photos, tracking, and relevant details before coordinating next steps.
• Product & Promotion Support: Provide basic product, availability, website, and promotional information using approved sources; escalate clinical, technical, authenticity, or policy questions.
• Fraud Review Support: Complete routine order and address verification, document outreach, and support approved release checks; hold and escalate high-risk or conflicting cases.
• Returns, Refunds & Escalations: Coordinate cancellation, return, replacement, and refund requests within approved authority. Do not promise exceptions, compensation, discount stacking, or unconfirmed timelines.
• Operational Coordination: Work with e-commerce stakeholders, fulfillment partners, and customer service colleagues to resolve concerns efficiently and maintain consistent communication.
• Documentation & Follow-Up: Maintain accurate Shopify or approved case notes, including the request, verified facts, actions, approvals, owner, and next follow-up date.

RequirementsDesired Skills & Qualifications

• Previous e-commerce customer service, online retail, or high-volume customer support experience.
• Familiarity with Shopify or a similar platform; CRM, shared inbox, or order-management experience is an asset.
• Strong written communication, sound judgment, and a calm, customer-first approach.
• Ability to manage high inquiry volumes while maintaining accuracy, prioritization, and professional follow-through.
• Strong organization and attention to detail; able to troubleshoot routine issues and recognize when escalation is required.
• Comfort in a fast-paced promotional retail environment; Canadian and U.S. customer support experience is an asset.

ROLE SCOPE Customer support and operational execution.