Customer Service Agent eCommerce

Overview

As a Customer Experience Associate, you will be the front line of support for our community of truck owners, contractors, and fleet managers. Your mission is to provide friendly, professional, and concise support that mirrors our brand’s commitment to reliability and convenience. You will handle everything from tracking inquiries to managing complex subscription updates.

Note:

This description includes key responsibilities, qualifications, and expectations for the role with the aim of clarity and focus.

• Manage inbound tickets across email, chat, and social channels
• Handle order status inquiries, product questions, shipping delays, and replacements
• Apply macros appropriately and recommend new ones as new products or issues emerge
• Escalate product alerts, recurring issues, or process gaps to the Doc’s Diesel team
• Support backlog reduction, particularly after weekends and peak periods
• Communicate effectively with the Doc’s Diesel team via Slack

• Proven experience supporting e-commerce brands in a ticket-based environment
• Familiarity with Rich Panel (preferred) or similar help desk platforms
• Strong working knowledge of Shopify, including order lookups, tracking, refunds, and replacements
• Experience handling high-volume customer inquiries, especially order status and shipping-related tickets
• Comfortable creating, maintaining, and optimizing macros for repetitive issues
• Excellent written English with clear, concise, and customer-friendly tone
• Strong pattern recognition, able to identify recurring issues and flag trends to the client
• Confident working independently once ramped, with good judgment on when to escalate
• Detail-oriented and process-driven, able to follow SOPs while adapting to real-time scenarios

• Vehicle maintenance or diesel maintenance knowledge (not required)

8 AM – 5 PM EST, with after-hours EST after training. From 4:30 PM EST onwards, and weekend support may be required.

If this sounds like you, you’re just who we’re looking for to join our remote LTVplus squad!

We’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

• Handle customer inquiries across email, chat, and social media like a pro.
• Be the voice of the brand, providing personalized and top-notch support.
• Collaborate with our awesome team to boost customer satisfaction and share insights.
• Use various tools and platforms to troubleshoot and resolve customer issues efficiently.
• Adapt to different client needs – because every day is a new adventure!

• A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
• Some experience with customer support software (e.g., Gorgias, Zendesk, Intercom) would be awesome!
• A quiet, cozy workspace to handle calls and chats like a pro.