Customer Support Specialist – Shopify & Gorgias - Remote Eligible

Customer Support Specialist

Responsibilities:

1. Solve customer tickets (email + chat) – clear, calm, human responses that actually fix the issue
2. Handle order + shipping problems – tracking, address changes, delivery issues, returns, refunds
3. Give product guidance without marketing noise – honest answers with nuance: what it does and doesn't do
4. Work smart with AI – faster output, same quality (always correct, always Clearly)
5. Improve the system – spot patterns, update SOPs/macros, reduce repeat questions
6. Escalate the right things, the right way – hand over complex cases with full context so we can act fast

Requirements:

• Strong written English (clear, human, professional)
• Shopify / eCommerce experience (you know how orders + systems work)
• Common sense (you think in solutions, not scripts)
• Tech savvy + comfortable with AI tools
• Great laptop + stable internet
• Ownership (you pick it up and finish it)
• US time zone availability + occasional overlap with Europe
• You naturally think in systems (you love fixing root causes)
• You work with 2 screens
• Strong typing speed
• Experience with a helpdesk tool (e.g. Gorgias, Zendesk, Intercom)