Full-Time Customer Support Specialist (Shopify + Gorgias Experience Required)

We're looking for an experienced Customer Support Specialist to join our team full-time. This role is focused on delivering exceptional customer experiences through email and live chat while maintaining speed, accuracy, and empathy. This is not an entry-level customer support position. We're looking for someone who has worked in high-volume ecommerce support, understands how to manage a busy queue, and can jump in with minimal training. If you're someone who takes pride in maintaining high CSAT scores, enjoys solving problems, and loves the satisfaction of clearing a ticket queue, we'd love to hear from you. What You'll Do: Respond to customer inquiries via email and live chat. Resolve customer issues efficiently while providing a thoughtful, personalized experience. Follow company SOPs and policies to ensure consistent resolutions. Handle a high volume of tickets without sacrificing quality. Work closely with the support team to identify trends and escalate issues when appropriate. Adapt quickly as products, processes, and priorities evolve. What We're Looking For Required Experience: 3+ years of ecommerce customer support experience. Hands-on experience using Shopify. Hands-on experience using Gorgias. Experience supporting customers through both email and live chat. Experience working in a fast-paced, constantly evolving environment. You're a Great Fit If You: Consistently maintain excellent CSAT scores. Can confidently manage a high-volume ticket queue. Know how to balance speed with quality. Learn new processes quickly and follow established SOPs. Communicate with empathy while remaining efficient. Stay organized and calm under pressure. Take ownership of customer issues from start to finish. Enjoy being part of a collaborative remote team. Bonus Points Experience with subscription ecommerce. Experience with age-restricted or regulated consumer products. Familiarity with AI-assisted customer support tools. Experience identifying trends and providing feedback to improve the customer experience. What Success Looks Like: Our ideal teammate is someone who can come in, learn our products and processes quickly, and become a reliable member of the team. We value agents who are dependable, proactive, and genuinely enjoy helping customers. If you've ever described yourself as a ticket crusher who can maintain outstanding customer satisfaction while keeping the queue under control, we'd love to hear from you. When You Apply, please include: A brief overview of your ecommerce customer support experience. The platforms you've used (especially Shopify and Gorgias). Your typical ticket volume in previous roles. Your most recent CSAT score (if available). Your availability to work full-time. Applications that do not demonstrate experience with both Shopify and Gorgias will not be considered.