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Location: Remote Type: Part-time (daily check-ins required, including weekends) Role Overview The Customer Support Specialist will primarily manage TikTok Shop inquiries (our fastest-growing channel), while also supporting Amazon and Shopify. TikTok Shop requires responses within 24 hours or less, making daily coverage essential (including weekends), when we see the highest influx of cancellations, returns, messages, and customer requests. This role is designed as part-time with daily check-ins. Hours will fluctuate based on order volume, but consistent responsiveness is key. Key Responsibilities Respond to customer messages, returns, and cancellation requests across TikTok Shop, Amazon, and Shopify. Monitor platforms daily and ensure all inquiries are addressed within SLA (under 24 hours for TikTok Shop as well as Amazon). Fulfill orders from TikTok Shop (consists between regular orders and sampling orders with affiliates.) Troubleshoot fulfillment and order issues by working with the operations team. Escalate cases to TikTok Shop Support as needed (e.g., shop score issues, fulfillment, delivery). Document and share recurring customer issues to improve internal processes. Requirements Previous experience in e-commerce customer service (TikTok Shop and Amazon strongly preferred). TikTok Shop: seller dashboard, SLA compliance, escalations, shop score impact Amazon: Seller Central, returns/refunds, performance metrics Shopify: order updates, refunds, fulfillment coordination (Gorgias experience is a must or any similar platform) Excellent written communication and empathetic customer interaction skills. Ability to work independently with daily check-ins, including weekends. Problem-solving mindset and ability to collaborate with fulfillment/ops teams. Being able to flag fulfillment or on time delivery issues immediately to avoid TTS penalties. Comfortable adapting hours based on daily customer volume and escalations. Hours & Commitment Estimated 10–13 hours per week depending on volume and escalations (this may vary per week.) Requires daily check-ins, including weekends, to meet TikTok Shop’s 24-hour SLA. Some days may require ~1 hour, while others may require more time for order troubleshooting and escalations. Workload TTS TikTok Shop support requires a minimum of 30 min - 1+ hour daily (rough estimate), often more when fulfillment or order troubleshooting is involved. This translates to 10–13+ hours per week of critical customer-facing work that cannot be delayed, including weekends when the influx of requests is highest. Without dedicated support, there are direct risks: Shop Score Performance: TikTok Shop penalizes slow responses and delayed resolutions, which directly impacts visibility, customer trust, and conversion. Customer Sentiment: Return and cancellation requests are highly time-sensitive. Delays lead to negative reviews and reduced repeat purchase behavior. Revenue Impact: Lower shop scores reduce platform exposure and can negatively affect ad efficiency and sales velocity. This workload creates an opportunity cost: time currently spent on daily support and escalations limits bandwidth for strategic growth initiatives (ads, creative, partnerships, retention). As TikTok Shop continues to scale, the demands will only grow, making a dedicated support role essential for maintaining momentum and protecting customer experience. By creating a part-time role with daily check-ins, we balance coverage needs with cost efficiency ensuring customer issues are handled promptly without overcommitting to a full-time hire. Deliverables Key Responsibilities Respond to customer messages, returns, and cancellation requests across TikTok Shop, Amazon, and Shopify. Monitor platforms daily and ensure all inquiries are addressed within SLA (under 24 hours for TikTok Shop as well as Amazon). Fulfill orders from TikTok Shop (consists between regular orders and sampling orders with affiliates.) Troubleshoot fulfillment and order issues by working with the operations team. Escalate cases to TikTok Shop Support as needed (e.g., shop score issues, fulfillment, delivery). Document and share recurring customer issues to improve internal processes. Hours & Commitment Estimated 10–13 hours per week depending on volume and escalations (this may vary per week.) Requires daily check-ins, including weekends, to meet TikTok Shop’s 24-hour SLA. Some days may require ~1 hour, while others may require more time for order troubleshooting and escalations.