Posted May 17, 2026 305 views
First Manufacturing Company Inc. is looking for a dedicated Customer Support Agent to join our team. This role focuses on providing exceptional assistance to customers by addressing inquiries, resolving issues, and ensuring a positive experience with our products and services. The ideal candidate has 1 to 3 years of experience in customer support, preferably working with international or US-based brands, and possesses strong communication skills tailored to the US market. Experience with Shopify order management and helpdesk tools is essential to effectively manage customer requests and maintain high service standards.
The Customer Support Agent works closely with other departments to enhance customer satisfaction and upholds company values through a customer-first mindset. This position requires availability during US business hours to provide timely support and contribute to continuous performance improvements. Although this role does not manage a team, it offers an opportunity for growth within a dynamic environment devoted to quality and customer care.
Responsibilities
- Handle customer inquiries through multiple channels, including email, chat, and phone calls, ensuring clear and professional communication.
- Utilize Customer Relationship Management (CRM) software and helpdesk tools like Gorgias, Zendesk, or Freshdesk to track and resolve customer issues efficiently.
- Manage Shopify order processes including refunds, edits, and fulfillment to maintain accurate and up-to-date order information.
- Analyze performance metrics to identify trends and areas for improvement in customer support delivery.
- Maintain thorough product knowledge to provide accurate information and assistance regarding products and services.
- Collaborate with cross-functional teams to address complex customer concerns and contribute to product and service enhancements.
- Follow US consumer expectations, return policies, and ecommerce norms to ensure compliance and customer satisfaction.
- Contribute to post-purchase communications using tools like Klaviyo to enhance customer engagement and retention.
- Adopt a problem-solving approach to address and resolve customer complaints promptly and effectively.
- Maintain a customer-first mindset in all interactions to foster trust, loyalty, and a positive brand image.
Skills
First Manufacturing Company Inc.
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