Job Description

You'll be the first line of defense and the last line of trust for our customers. From order inquiries to returns and escalations, you'll handle it all — with speed, empathy, and an obsession for getting it right.

Respond to inbound customer inquiries across email, live chat, and social DMs with speed and accuracy

• Resolve order issues, shipping delays, returns, exchanges, and billing questions within SLA targets
• Proactively turn service interactions into retention moments — reduce churn through stellar support
• Escalate complex issues appropriately while owning the customer's outcome end-to-end
• Maintain a CSAT (Customer Satisfaction Score) of 90%+ consistently
• Identify patterns in customer issues and flag recurring problems to the operations team
• Keep helpdesk (Gorgias or similar) organized with proper tagging, notes, and follow-up
• Contribute to and maintain FAQ, help articles, and support macros

Requirements

WHO YOU ARE

• 1–3 years of customer support experience, ideally in an ecommerce or DTC environment
• You write with clarity, warmth, and professionalism — even on your toughest days
• You handle high-volume queues without losing attention to detail or empathy
• You're a natural problem-solver who doesn't wait to be told what to do
• You're comfortable with helpdesk tools (Gorgias, Zendesk, or similar), Shopify, and basic CRM
• You understand ecommerce logistics: shipping carriers, fulfillment workflows, refund processes

BONUS POINTS IF YOU HAVE

• Experience with Gorgias or ReAmaze specifically
• Shopify admin knowledge
• Knows how to navigate Aircall

Benefits

WHY JOIN US

• Join a team that genuinely values CS as a growth lever, not a cost center
• Performance bonuses tied to CSAT and resolution metrics
• Career growth into CS Team Lead or CX Operations roles
• Fully remote position with a collaborative, high-ownership culture
• Competitive Salary + benefits (paid leaves, HMO, allowances)
• Work with exciting consumer brands in a high-growth environment

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