A dedicated, remote agent who works your US hours, answers WISMO tickets in minutes and handles exchanges by your rules, not theirs. From $6 per hour, month to month, live in seven days.
Ecommerce support is not general support with a Shopify login. Your agent decides, dozens of times a day, whether to refund, replace, reship or hold the line, and every one of those calls moves your margin. Generic outsourced teams default to the easy answer, which is usually a refund, because nobody taught them your policy edge cases or what a customer is worth over a lifetime.
When you hire an ecommerce customer service agent through RevHires, we train them on your return windows, discount authority, carrier quirks and VIP rules before day one. They learn your Gorgias or Zendesk macros, your order management flow and your brand voice through SOP voice cloning. Then a pod lead scores their tickets daily, so peak season volume does not quietly turn into refund leakage.
An ecommerce customer service agent, sometimes called an online store support agent, DTC support rep or customer experience associate, handles every post-purchase conversation for an online brand. That means order status and tracking questions, address changes, returns and exchanges, damaged or missing items, discount code issues and product questions before checkout. They work inside the store platform and help desk at the same time, editing orders, issuing refunds and updating customers so the experience feels fast and personal.
Clears "where is my order" requests by pulling live tracking from AfterShip, Route or the carrier, explaining delays in plain language and setting realistic expectations. Proactively reaches out on stuck shipments so customers hear from you before they open a dispute with their bank.
Changes shipping addresses, swaps sizes or colors, applies missed discount codes and cancels orders before fulfillment inside Shopify or your order management system. Coordinates with your warehouse or 3PL when an order has already been picked so nothing ships to the wrong place.
Runs returns through Loop, Returnly or your own portal according to your windows and condition rules. Pushes exchanges and store credit ahead of refunds where your policy allows, which keeps revenue in the business instead of sending it back to the card.
Collects photos, checks delivery confirmation and decides between reship, partial refund or carrier claim based on order value and customer history. Logs every incident with a reason code so you can see which SKUs, packaging or carriers are costing you money.
Answers sizing, ingredients, compatibility and shipping-time questions for shoppers who have not bought yet. Recommends the right product, shares bundle or subscription options you approve and recovers abandoned carts, turning your support inbox into a conversion channel.
Handles skips, swaps, pauses and cancellations inside Recharge or Skio using your save flow. Offers the frequency change or discount you authorize before processing a cancel, and records the reason so your retention team can see why subscribers leave.
Responds to product reviews, Instagram and Facebook comments and DMs that come through Gorgias. Turns public complaints into private resolutions quickly, keeps your star rating protected and flags anything that needs a brand or legal response before it spreads.
Follows your BFCM and launch playbooks: pre-built macros, temporary policy changes and priority rules for high-value orders. Because RevHires agents are already trained and QA calibrated, adding seats for peak takes days, not the month a US seasonal hire would.
Every profile includes a voice clip, enterprise background, English level and a scored role play.
Ecommerce candidates work a timed mock Gorgias queue with WISMO, damaged item and out-of-window return tickets, and we score whether they protect margin or default to refunds. They complete a Shopify admin task, editing an order and issuing a partial refund correctly. A live chat role play tests pre-purchase selling with a hesitant shopper. We also check written English for warmth and brevity, because DTC customers notice stiff, overlong replies immediately.
BLS does not track ecommerce support separately, so we use the national median for customer service representatives: about $3,730 a month in base pay, plus a 30% load for payroll tax and benefits. That still excludes recruiting, Shopify and Gorgias training and the seasonal hiring scramble before BFCM. Through RevHires, a full-time hire in this role typically earns $6 to $15 per hour. The RevHires figure uses the top of that range, $15 per hour at 40 hours, paid direct to your hire or through RevHires, plus one flat placement fee. Want the team managed for you? Done-for-you pricing is covered on your strategy call.
Your ICP, offer, scripts, tools and targets.
Your tone, scripts and objection tree, trained in.
Live role plays against your real objections.
Scorecard set to your definition of good.
Dials, tickets or tasks, with daily reporting.
One all-inclusive rate, month to month, based on your hours and team size. No payroll tax, benefits or recruiting fees. Quick replacement on every managed plan.
Through RevHires, a full-time ecommerce support agent typically earns $6 to $15 per hour, about $1,040 to $2,600 per month, paid direct to your hire or through RevHires. You pay one flat placement fee, and only when you hire. Want the team managed for you? Done-for-you pricing is covered on your strategy call.
Yes, if you start at least a week out. Our launch runs seven days: discovery, two days of SOP voice cloning on your policies and macros, two days of scenario training on real ecommerce tickets, QA calibration on day six and live tickets on day seven. We recommend starting two to three weeks ahead of peak so agents settle in before volume hits.
Our agents are college-educated with near-native English, and they are trained on your tone guide, macros and real customer conversations before going live. DTC brands often have a distinct voice, playful, clinical or premium, and we calibrate QA against your own best replies so the pod lead scores tone as strictly as accuracy.
Your agent is remote and works your US hours on the schedule we agree during discovery. Many ecommerce brands use agents for evening and weekend coverage, when order volume and chat traffic peak and in-house teams are offline. You get consistent coverage across those windows without paying overtime or shift premiums.
We encode your refund authority into training: exactly which situations get a reship, store credit, partial refund or full refund, and dollar limits for each. Daily QA scorecards check policy adherence on every reviewed ticket, and pod leads coach anyone who defaults to the easy refund. You see the scores, so you can tighten or loosen authority as you go.
Every engagement is covered by an NDA and our data handling protocols. Agents get staff accounts with only the permissions their role needs, so you can restrict access to payouts, apps or store settings in Shopify. You own every account and can revoke access instantly. Payment card details stay in your processor and are never handled by the agent.
Your pod lead tracks every agent on daily scorecards, so problems are usually caught before you notice them. If coaching does not close the gap, we replace the agent quickly at no extra staffing charge, and the new agent goes through the same training on your store. You stay month to month the entire time.
See the shortlist, hear the voice clips, and get the right hire in front of your buyers fast.