Customer Support Specialist – Shopify & Gorgias

Responsibilities

• Solve customer tickets (email + chat) – clear, calm, human responses that actually fix the issue

• Handle order + shipping problems – tracking, address changes, delivery issues, returns, refunds

• Give product guidance without marketing noise – honest answers with nuance: what it does and doesn't do

• Work smart with AI – faster output, same quality (always correct, always Clearly)

• Improve the system – spot patterns, update SOPs/macros, reduce repeat questions

• 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 wi...