We're looking for aCustomer Support Representativeto handle high-volume customer support across a portfolio of consumer software and e-commerce products.You will manage inbound tickets, resolve customer issues, and handle non-templated requests that require genuine thinking rather than copy-paste responses.This is not a script-following role.The products are diverse, the customer issues are varied, and the volume is high.You need to be a critical thinker who can read a situation, figure out what the customer actually needs, and resolve it cleanly without escalating everything to a manager.If you have a strong e-commerce support background, write clear English, and genuinely enjoy solving problems rather than routing them, this role is a strong fit.Why You'll Want to JoinYou will be paid inUSD(bi-monthly: every 15th and 30th)Paid Time Offin accordance with company policyObservance ofHolidaysper company guidelines100% remote setupso you can work wherever you're most productiveWork across a growing portfolio of consumer software products with over 1 million usersHigh-ownership support role inside a lean, fast-moving team that values judgment over processWhat You'll Work OnHigh-Volume Ticket ManagementHandle a high volume of inbound customer support tickets daily across multiple products and channelsRespond to customer inquiries accurately, clearly, and on time without relying on templated responses for every situationPrioritize and triage tickets based on urgency, issue type, and customer impactMaintain consistent response quality and tone across all customer interactionsNon-Templated Issue ResolutionThink critically through edge cases, unusual requests,



and issues that do not fit a standard responseResolve customer issues end to end without unnecessary escalationUse good judgment to determine when a situation requires escalation versus when it can and should be handled directlyDocument recurring issues and flag patterns to the team for product or process improvementCRM and Project Management Tool UsageManage and track all support activity in HubSpotUse ClickUp to manage tasks, follow-ups, and cross-functional coordinationKeep records clean, accurate, and up to date across both tools at all timesWhat You BringProven customer support experience in an e-commerce environment with exposure to high ticket volumesStrong written English with the ability to communicate clearly, professionally, and with appropriate tone across different customer situationsCritical thinking skills with the ability to handle non-templated, ambiguous, or complex support requests independentlyProficiency with HubSpot for ticket and CRM managementComfort using ClickUp or a willingness to learn it quicklyHighly organized with strong follow-through and the ability to manage a large queue without dropping ticketsSelf-directed and reliable in a fully remote, async environmentNice to HaveExperience supporting SaaS, software, or consumer app products in addition to e-commerceFamiliarity with browser extensions, AI tools,



or consumer tech productsBackground working in a multi-product or holding company environmentExperience working async across multiple time zonesHow to ApplyPlease include:Yourupdated resumeAshort Loom video (1 to 2 minutes)introducing yourself, describing your e-commerce customer support experience, and walking through how you handled a complex or non-standard customer issue that required independent judgmentOnly candidates who submit a Loom video will be moved to the next step of the hiring process.If you are a clear thinker, a strong writer, and want to own customer support across a growing portfolio of software products without being handed a script for every situation, this role gives you the autonomy and the direct impact to do your best work.Application Process OverviewApplication Process OverviewOur comprehensive selection process ensures we find the right fit for both you and our clients:Initial Application- Submit your application and complete our prequalifying questionsVideo Introduction- Record an video introduction to showcase your communication skills and work experienceRole-Specific Assessment- Complete a homework assignment tailored to the position (if applicable)Recruitment Interview- Initial screening with our talent teamExecutive Interview- Meet with senior leadership to discuss role alignmentClient Interview- Final interview with the client team you'd be supportingBackground & Reference Check- Professional reference verificationJob Offer- Successful candidates receive a formal offer to join the teamEach stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations.We'll keep you informed throughout the process and provide feedback at each step.

📌 Customer Support Representative (E-Commerce) (Xico)
🏢 Hire Overseas
📍 Xico