Experienced E-commerce Customer Support Agent for DTC Footwear Brand

The role We're a US-market DTC brand on Shopify looking for an experienced customer support agent to own day-to-day tickets through our Gorgias helpdesk. Work includes: Order tracking and shipping questions (WISMO) Returns, refunds, and exchanges Sizing and fit guidance Order edits, cancellations, and address changes Defective or damaged product cases and replacement coordination You'll work alongside a Gorgias AI Agent handling first-line tickets, so part of the job is reviewing AI drafts, handling escalations, and managing cases that need a human. What we're looking for: Solid e-commerce customer support experience, ideally for a DTC or Shopify brand Fluency with Gorgias Required, not a nice-to-have: Excellent spoken and written English, calm and clear without sounding scripted Footwear, apparel, or sizing-heavy product experience is a strong plus Reliable, organized, reactive Available 4 to 8h a day