Customer Support Specialist (Retail Operations)

About this job

As a Customer Support Specialist (Retail Operations) at Frontier, you will support TVP, a New York-based merchandise and fulfillment partner. Frontier helps talented individuals build careers with great international companies. In this role, your daily focus will be assisting customers across multiple brands while representing their individual voices and maintaining high service standards. You will spend your day responding to shopper inquiries, drafting clear and empathetic messages, and handling retail operations such as order updates, refunds, return labels, and inventory adjustments. Your time will also involve tracking fulfillment issues, shipping delays, and backorders using systems like Shopify and Google Sheets. You will investigate root causes, resolve operational problems, and collaborate with your team to improve daily workflows. This remote opportunity requires working US shift hours.

Responsibilities

• Respond to customer inquiries across multiple brands while upholding each brand's specific tone and policies.
• Write clear, professional, and empathetic customer responses via various channels.
• Handle service operations including refunds, return labels, order updates, returns, and inventory adjustments.
• Manage and review customer and order information using Shopify.
• Maintain operational data, trackers, and workflows using Google Sheets.
• Track and resolve fulfillment errors, backorders, stock shortages, and shipping issues.
• Investigate problems thoroughly to find root causes and escalate when needed.
• Identify recurring operational issues and help improve team workflows.

Requirements

• At least two years of experience in customer support, contact-center operations, or retail customer service.
• Excellent written communication skills with strong grammar and clarity.
• Experience assisting customers through phone, email, or live chat.
• Strong working knowledge of Google Sheets, including basic formulas and shared trackers.
• Hands-on experience using Shopify for order or customer management.
• Previous experience working with international companies and customers.
• Ability to manage multiple priorities in a fast-paced environment.
• Reliable computer, stable high-speed internet, backup internet, headset, and quiet workspace for remote work.

Good to have

• Experience with logistics, inventory, shipping, and fulfillment operations.
• Experience managing multiple clients, brands, or accounts.
• Familiarity with project management, order management, and shipping platforms.

Who should apply

This role suits candidates with a strong background in customer support or e-commerce operations who excel at written communication and problem-solving. It is ideal for professionals comfortable working remotely and committed to operating during US shift hours. Applicants should possess a systems-thinking mindset, strong attention to detail, and experience using tools like Shopify and Google Sheets. Please note that this specific posting requires at least two years of relevant customer service experience, so it is not intended for absolute freshers.

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