Customer Support Specialist – Shopify & Gorgias
Job Overview
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 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)