[Hiring] Customer Service Support @ltvplus

Role Description

Are you a customer service pro with experience in e-commerce, order management, and ticket-based support? We're looking for someone detail-oriented, proactive, and customer-focused to join our team!

As a Customer Service Support (OMNI), you will be the primary point of contact for a dedicated community of truck owners, contractors, and fleet managers. Your mission is to deliver friendly, professional, and concise support that reflects the brand’s core commitment to reliability and convenience. You will handle a wide range of inquiries, from tracking updates to complex subscription management.

Qualifications

• Proven experience supporting direct-to-consumer (DTC) or B2B e-commerce brands in a fast-paced, ticket-based environment
• Hands-on experience with RichPanel (preferred) or a comparable help desk platform (e.g., Gorgias, Zendesk)
• Strong working knowledge of the Shopify admin, including order lookup, fulfillment tracking, refund issuance, and replacement processing
• Proven ability to handle high ticket volumes, with a primary focus on order status and logistics issues
• Comfortable reviewing, organizing, and proposing macro updates to streamline repetitive tasks
• Excellent written English with a professional, empathetic, and concise tone
• Keen eye for emerging trends, product defects, or shipping bottlenecks, and the ability to flag issues before they escalate
• High degree of autonomy once onboarded, with solid judgment on when to escalate critical issues
• Methodical, detail-oriented approach to following SOPs while adapting to real-time edge cases

Requirements

• Multi-channel ticket management: Resolve inbound inquiries efficiently across email, live chat, and social channels
• Order and shipping support: Handle order tracking, product specifications, shipping delays, replacements, and refunds
• Macro optimization: Apply macros accurately and proactively suggest new templates as product offerings expand or common trends emerge
• Issue escalation and feedback: Identify and escalate product alerts, recurring customer friction points, and process bottlenecks directly to the client team
• Backlog management: Assist with backlog reduction to maintain response-time SLAs, particularly after weekends and peak sales periods
• Cross-team communication: Collaborate smoothly with internal teams and client stakeholders via Slack

Benefits

• A reliable computer (at least with an i5 processor) and a stable high-speed internet connection
• A quiet, cozy workspace to handle calls and chats like a pro

Working Condition

• Full-time
• Schedule: Monday to Friday, 8:00 AM to 5:00 PM US EST
• Remote, computer-based work in a ticket-driven environment
• Regular collaboration over Slack with internal and client teams
• Higher ticket volume expected after weekends and during peak sales periods