We're looking for someone who genuinely likes helping people and will make SolarBalls fans happy.
This is not a copy-paste policy job; you care about solving the real problem, not just closing the ticket.
You take ownership of customer problems from start to finish and keep customers updated without them chasing for answers.

What You'll Do:

Respond to customer questions through email within 24 hours and through other platforms like Kickstarter when relevant.
Fully resolve every customer issue within 3 working days, manage support tickets, and review orders in Shopify.
Coordinate with the 3PL team on fulfillment, shipping, and tracking, follow up on delayed or incorrect orders, and escalate bigger issues when needed.

What We're Looking For:

2–3+ years of customer service or support experience with strong Shopify knowledge and excellent written communication.
Very organized, detail-oriented, calm with frustrated customers, and able to make sensible decisions without needing approval for every little thing.
Comfortable working in a fast-moving e-commerce business and understanding of fulfillment and shipping processes.

Telos Media

SolarBalls is a media brand creating animated content for a young, internet-native audience. As part of Telos Media, the team is small and customer-focused, valuing genuine human interactions over rigid policies.

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