Customer Support Agent (US/CA Market · eCommerce · Remote · Night Shift) in Almighty Tools LLC

About the company:

We are a fast-growing e-commerce brand from the USA in the niche of tools for home, hobby and repair. In 1.5 years, we have served over 60,000 customers in North America and continue to scale aggressively. Our culture is fast-paced, innovative and results-oriented.

Main responsibilities:

Daily customer support (email, chat, social media, phone)

• Working through the RichPanel helpdesk: answers to requests from e-mail, chat, social networks and phone.
• Consultations on products, orders, delivery, returns.
• Working with problems: refunds, replacements, delays - we solve so that the customer is satisfied.
• Adherence to the tone of voice of the brand (US/CA-market).
• Keeping records of inquiries and updating customer history in the system.
• Gathering feedback and passing on insights to the marketing and product team.
• Initiative in process improvements support.

Orientation on the result - in numbers:

• Response time: ? 15 minutes.
• CSAT: ? 90%.
• Independent resolution: 85-90% of requests without escalation.
• Knowledge base: already created + templates of answers to typical cases.

Work schedule: Evening shift

• Monday-Friday: 16:00-00:00 (Kyiv time)
• Saturday: 20:00 - 00:00 (Kyiv time)
• Sunday is a day off

What we we expect:

• Experience in Customer Support or Customer Success — from 1 year, preferably in eCom.
• Fluent English (B2+) — written and spoken.
• Empathy, courtesy, ability to calm down even a “difficult” customer.
• Skills for working with CRM/ticket systems: RichPanel, Zendesk, Gorgias, HelpScout or similar.
• Flexibility, stress resistance, quick adaptation to changes.
• Knowledge of Google Sheets/Docs is a must-have.
• li>Understanding of Shopify or other eCom platform will be a plus.

Why this is a great opportunity:

• Completely remote: work from any city or country.
• Coordinated team, clear processes, support from day one.
• Access to tools and training, knowledge base, ready-made scripts.

How to apply

Send your resume to [email protected] with the subject line: Customer Support Agent — Almighty.Tools welcome!