Customer Support Specialist

• Provide timely and professional customer support via live chat and email (in English)
• Guide and educate users to maximize the value of FoxEcom’s products (themes & apps)
• Proactively request product reviews/ testimonials from satisfied customers
• Handle negative ratings and customer complaints professionally to protect and improve brand reputation
• Write, update, and maintain Help Center documentation to ensure content is accurate, up-to-date, and highly useful for customers
• Produce how-to tutorial videos to support product adoption and user education
• Build and maintain long-term relationships with key customers to ensure satisfaction, loyalty and retention
• Collaborate closely with Development and Growth teams to relay customer feedback and contribute to continuous product improvement
• Be available for overtime during holidays if necessary
• Perform other tasks as assigned by the Team leader

Core competencies

• Customer-centric mindset: You genuinely care about customers, empathize with their challenges, and remain patient and positive, even when handling difficult situations
• Strong self-management & multitasking skills: Ability to manage multiple support requests simultaneously while maintaining consistent service quality
• Ability to work under pressure: Comfortable handling high volumes of inquiries efficiently and professionally
• Fluent in English: IELTS 6.5 or equivalent proficiency
• Excellent communication skills: Able to explain technical concepts clearly and in a friendly, easy-to-understand manner

Preferrables

• Previous experience in CS at a SaaS company, e-commerce or technology startup
• Basic code knowledge about HTML/CSS/Shopify liquids

• Competitive Salary (to be discussed during the interview)
• 5-day work week (Monday – Friday) with 7.5 hours per day
• 12 days of paid annual leave
• 13th-month salary & annual performance review
• BVI Healthcare insurance
• Company trip, monthly team-building & events on key occasions