E-Commerce Customer Support Advocate

About the role

We are looking for an E‑Commerce Customer Support Advocate to join KeenKeen’s team supporting a fast‑growing U.S. e‑commerce brand on Shopify. The role involves handling the full post‑purchase journey, providing high‑quality, unscripted assistance across phone, email, chat and SMS.

Key responsibilities

• Respond to inbound customer inquiries via phone, email, chat and SMS, managing multiple conversations simultaneously.
• Resolve issues related to orders, subscriptions, shipping, returns, and account changes.
• Assist customers navigating Shopify‑based storefronts and checkout processes.
• Investigate and fix edge cases such as failed payments, delivery problems, and order discrepancies.
• Maintain CSAT scores of 90%+, meet response‑time and resolution SLA targets.
• Log tickets, update case notes and track resolutions in internal systems.
• Escalate complex or sensitive cases with clear documentation.

Required profile

• 2‑4+ years of experience in customer support or CX, preferably in e‑commerce.
• Experience supporting Shopify or similar platforms (BigCommerce, WooCommerce).
• Background with physical‑goods subscription products (e.g., food, supplements, skincare).
• Strong written and spoken English (C1 level or higher) and typing speed of 40+ WPM.
• Ability to handle high‑volume queues while maintaining accuracy and professionalism.

Required skills

• Shopify
• BigCommerce
• WooCommerce

What we offer

• Long‑term career opportunities with equitable compensation.
• Fast‑paced, data‑driven environment focused on complex problem solving.
• Office‑based role in Salt River, US.