Customer Success Representative E-commerce

6 days ago

Lahore, Punjab, Pakistan WellBefore Full time $7,200 - $9,600 per year

We're Hiring: Customer Success Representative E-commerce (100% Remote – Pakistan based)

  • Full-Time | Montly salary + bonus $600 - $800 USD/month (Depending on experience)
  • This role follows U.S. Central Standard Time (CST) working hours.
  • 5 Days/Week, Mondays to Sundays - Monthly rotating shifts from 7am until 10pm CST.

Please apply only if you are available for rotating shifts within this timezone and if the listed salary range aligns with your expectations.

Are you a proactive, detail-driven support pro who thrives in fast-paced environments? We're looking for someone who's not just answering tickets — but going the extra mile for customers and delivering real impact.

WellBefore is growing fast, and we need a Customer Success Representative who is sharp, empathetic, and knows how to deliver excellence at every touchpoint.

What You'll Be Doing:

  • Handle customer interactions with empathy and efficiency via email, chat, and phone
  • Manage orders, track shipments, and resolve issues across Shopify, Amazon, and Walmart platforms
  • Use Gorgias to manage tickets, automate workflows, and maintain response consistency
  • Monitor and respond to customer reviews on Amazon, Walmart, Trustpilot, , and other platforms
  • Collaborate with the operations team using tools like ShipStation and Cin7 to ensure accurate and timely order fulfillment
  • Troubleshoot problems, escalate issues when needed, and follow through to resolution
  • Operate within established SLAs and hit key performance targets (e.g., response time, resolution rate, customer satisfaction)
  • Track and follow up on your own performance metrics, including CSAT, resolution time, retention efforts, quality of interactions, and proactivity
  • Identify and report recurring issues and customer pain points to improve our overall customer experience
  • Contribute to goal tracking, and completion of monthly targets — performance bonus eligibility is based on meeting these benchmarks

Must-Have Experience:

  • Proven experience supporting customers on Gorgias, Shopify, Amazon, and Walmart
  • Familiarity with tools and platforms like Trustpilot, , Cin7, ShipStation, etc.
  • Comfortable working in SLA-driven environments with tracked performance metrics (e.g., CSAT, resolution time, response rates)
  • Excellent written and spoken English — C1 level preferred
  • A customer-first mindset with strong empathy, accountability, and problem-solving skills
  • Not afraid to use AI tools to boost productivity and accuracy in daily tasks
  • Ability to take ownership and work independently while remaining highly collaborative
  • Availability to work Monday–Sunday CST (5 days/week, rotating monthly shifts between 7am–10pm CST)

Bonus Points If You:

  • Have experience in the e-commerce or healthcare industry
  • Are data-driven and analytical, using insights to improve service quality
  • Are comfortable using tools like Asana, Slack, Gorgias, Shopify, ShipStation, Cin7 and the e-commerce platforms mentioned above

Why Work With Us?

  • 100% Remote (Mexico-based)
  • High-growth company with mission-driven values
  • Room to grow and shape your career
  • PTO and sick days and a team that supports your well-being
  • A collaborative, caring, and performance-minded culture
  • Performance based bonus / incentives extra i.e. on top of base

Ready to bring empathy and excellence to every interaction? Apply now and be part of a team that's redefining customer care.

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