Customer Support Specialist (Retail Operations)

Overview

Support TVP customers across multiple retail and e-commerce brands while maintaining each brand's policies, tone, and communication standards. The role combines customer communication with operational support across orders, returns, inventory, fulfillment, and shipping.

What you'll do

• Support TVP customers by responding to inquiries across multiple brands.
• Write clear, accurate, empathetic, thoughtful, and professional customer responses.
• Handle refunds, return labels, order updates, returns, and inventory adjustments.
• Use Shopify to review and manage customer and order information.
• Use Google Sheets to maintain trackers, organize data, reconcile information, and manage operational workflows.
• Track and resolve returns, backorders, fulfillment errors, stock shortages, shipping issues, and other customer-related operational issues.
• Work across inventory, order management, shipping, and project management systems.
• Investigate issues thoroughly, identify root causes, and escalate when necessary.
• Manage multiple priorities while maintaining accuracy and following tasks through to completion.
• Identify recurring issues or process gaps and contribute to improving workflows.

What you'll need

• At least two years of experience in customer support, customer service, contact-center operations, or another customer-facing role, preferably in retail or e-commerce.
• Excellent written communication skills, with strong grammar, clarity, and the ability to adapt tone across different brands.
• Experience assisting customers through phone, email, or live chat.
• Exceptional attention to detail and the ability to identify inconsistencies and errors.
• Strong working knowledge of Google Sheets, including filters, sorting, shared trackers, and basic formulas.
• Hands-on experience with Shopify.
• Previous experience working with a U.S.-based/international company and U.S./international customers.
• Ability to manage multiple priorities in a fast-paced environment.
• A track record of reliability, punctuality, and ownership.
• Strong problem-solving skills and the judgment to determine when an issue should be resolved independently or escalated.
• A systems-thinking mindset with the ability to understand how different tools, teams, and operational processes connect.
• Ability to learn new systems and processes quickly and work independently.
• A collaborative, “one team” approach to working with colleagues.
• A reliable computer that meets the required technical specifications.
• A stable high-speed internet connection suitable for voice and video calls.
• A dependable backup internet connection.
• A quiet and professional workspace.
• A reliable headset with a microphone.
• Ability to meet SeatGeek and Frontier’s information-security and workspace requirements.

Nice to have

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

Details

• Location: India.
• Remote role.
• You will be working U.S. shift hours, which are non-negotiable.
• Compensation: 7-9 LPA depending on experience.