Ecommerce Customer Service Specialist (D2C) - Nigeria

About the RoleWe’re seeking a proactive and experienced Customer Experience Specialist to join our fast-paced D2C ecommerce team. In this role, you’ll serve as the first point of contact for customers—delivering fast, friendly, and effective support across channels. You’ll manage inquiries, troubleshoot issues, process returns, and work closely with internal teams to ensure an exceptional brand experience.Core Tasks:Monitor inbox to assist customers, answer questions, and escalate issues when neededTroubleshoot issues with account supportHandle customer inquiries with a <1 hour SLA timeGather product knowledge to properly educate customersProactively look for negative reviews and escalate to brand managementProcess returns and billing or delivery issuesProactively solicit and collect reviews from customers to enhance brand awarenessBuild out role-related SOPs and FAQs for faster and more accurate responsesAssist with other tactical ecommerce -related tasks as neededMust-Haves:3+ years experience in a D2C ecommerce customer service roleHands on experience working with Shopify brandsExceptional verbal and written communication skillsBackground with the consumables vertical (or similar)Basic - intermediate skills with Google Sheets/ Excel for basic reporting1+ years experience with professional helpdesk tool like Gorgias (or similar)Familiarity with slack and Zoom for internal team coordination / communicationAbility to work EMTNice-to-Haves:1+ years experience with Monday (or similar PM tool)Originally posted on Himalayas