Customer Support Specialist - E-Commerce Brand (Gorgias, Shopify, Social)

We're a fast-growing DTC consumer brand (breath spray, sold on Shopify, TikTok Shop, and Amazon) looking for a detail-oriented customer support specialist to own our day-to-day support inbox. This is not a copy-paste-macro role. We need someone who reads what the customer actually said, checks the real order details before responding, and uses good judgment — not someone who fires off the closest-matching template without thinking it through. What you'll do: Respond to customer emails and messages across email (highest volume), TikTok Shop, TikTok, Instagram, and Facebook Verify every order and tracking link directly in Shopify/carrier sites before replying — never respond based on what the customer says alone Handle refunds, replacements, shipping issues, subscription questions, and product questions using our documented SOP and macro library Tag and categorize tickets accurately (this matters a lot to us — it's how we catch operational problems early) Know when to escalate vs. resolve independently, and actually escalate when something's outside your authority or you're unsure Requirements: Prior e-commerce customer support experience (1+ years) Experience with Gorgias or a comparable helpdesk tool (Zendesk, Re:amaze, Help Scout, etc.) Excellent written English — you'll be writing in our brand voice, not generic support-speak Comfortable following a detailed SOP while still using independent judgment on edge cases Must have meaningful overlap with US business hours (Eastern Time) Reliable internet and availability for 20-30 hrs/week Nice to have: Experience with Shopify, TikTok Shop, or subscription/Kaching-type apps Experience in beauty/wellness/CPG e-commerce specifically To apply: Tell us about a time you had to handle a customer issue where the "obvious" template response wasn't actually the right call — what did you do instead? We're specifically screening for judgment, not just template-following.