Customer Support Specialist (Shopify & Gorgias)

Customer Support Specialist (Shopify & Gorgias)
Location: Remote
Work Schedule: Full-time (40 hours/week)
Shift: Must overlap with US business hours
Industry: Ecommerce / DTC Consumer Products

We are seeking an experienced Customer Support Specialist to support a fast-growing e-commerce brand in the sleep and bedding space. The company manages a high volume of daily customer inquiries across email, chat, and social channels and requires someone who can step in immediately and handle support operations with minimal training.

The ideal candidate has hands-on experience with Shopify and Gorgias, understands ecommerce order workflows, and can confidently resolve customer concerns related to orders, shipping, returns, and product questions.

This role requires someone who is organized, responsive, and comfortable managing high-volume ticket environments while maintaining excellent customer experience.

Key Responsibilities

• Manage high-volume customer support tickets (3,000–4,000 daily messages across the team) via Gorgias
• Respond to customer inquiries across email, chat, and social channels
• Handle order tracking, cancellations, refunds, returns, and exchanges through Shopify
• Investigate order issues such as shipping delays, lost packages, and incorrect deliveries
• Apply macros, tagging, and workflows within Gorgias to improve ticket efficiency
• Maintain accurate documentation of customer interactions
• Escalate complex issues to internal teams when necessary.
• Ensure fast response times and high customer satisfaction
  

Requirements

• 2+ years of ecommerce customer support experience
• Strong experience using Shopify and Gorgias
• Experience working in high-volume ticket environments
• Excellent written English communication skills
• Strong attention to detail and problem-solving skills
• Ability to multitask and manage multiple conversations simultaneously
• Comfortable working remotely with a distributed team
  

Preferred Experience

• Experience supporting DTC ecommerce brands
• Familiarity with Shopify apps, shipping tools, and order management
• Experience working with macros, automation, and tagging in Gorgias
• Background supporting US ecommerce customers

What Success Looks Like

• Fast and accurate resolution of customer tickets
• High CSAT and positive customer feedback
• Ability to manage ticket queues efficiently without supervision
• Smooth coordination with operations, fulfillment, and internal teams