Customer Support Specialist – Order & Ticket Support
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Job Description
Customer support specialist resolving overnight order tickets for a US retail and e-commerce company. Managing cancellations, order holds, escalations, and peak-period phone support.
Responsibilities:
- Monitor and resolve overnight email and help-desk tickets across supported brands
- Prioritize urgent requests, including cancellations, address changes, and last-minute order changes
- Execute real-time order cancellations in the Order Management System
- Place temporary holds on late-night orders to prevent premature shipment
- Flag and hand off complex cases to the US team with clear notes
- Provide live phone support during the morning handoff window when call volume peaks
Requirements:
- Experience handling customer support by email or ticketing system
- Comfort working independently overnight and making real-time calls under time pressure
- Strong written English
- Willingness to work a fixed shift through the busy holiday season
- Openness to learning an Order Management System and softphone tools
- Prior OMS or order/fulfillment platform experience is a plus, not required
- Retail or e-commerce support background is a plus, not required
- Prior remote or BPO customer support experience is a plus, not required
Benefits:
- Full training, including 2–3 weeks of live US daytime shadowing
- Learning opportunities, mentoring, and support
- Team-building experiences and company-wide celebrations
- Wellness programs
- World-class office spaces
- Work with international clients and global brands
- Close-knit, collaborative team environment
- Continuous learning and development
- Vibrant and inclusive culture
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