I run a growing Shopify Jewelry store and want an experienced customer-service pro to take full ownership of our email support channel. You’ll be the first and often only point of contact for shoppers, so previous, hands-on work with Shopify’s admin, order management, and return workflows is essential. Core responsibilities • Respond promptly and professionally to all customer inquiries arriving via email • Process returns and refunds directly in the Shopify dashboard, following our policies step-by-step • Monitor and manage incoming reviews, flagging trends and drafting thoughtful replies that protect our brand voice I’ll be tracking performance through three clear metrics: post-interaction customer-satisfaction ratings, average first-response time, and the number of issues fully resolved each day. Consistent excellence across those benchmarks will guide contract extensions and any performance bonuses. You should already be comfortable with email platforms, know how to read order histories, create return labels, and issue partial or full refunds without supervision. Written English must be crisp, friendly, and typo-free. If you have the right background and can start within the next week, send a brief note highlighting your Shopify CS experience and an example KPI result you’re proud of. I’ll set up a short trial shift so we can make sure the tools, tone, and workflow feel like a good fit for both of us.