Customer Support Specialist — Electric Scooters & E-Bikes

VoroMotors | Remote | Long-Term | US Hours Required Who We Are VoroMotors is a US-based electric scooter and e-bike brand that has been in the industry for 8+ years. We sell direct-to-consumer through our own store and Amazon, and we back every product with real 24/7 customer support — not bots, not outsourced scripts. That promise is only as good as the people behind it. We're a lean, fast-moving team based out of Los Angeles. We move quickly, we take customer experience seriously, and we have zero patience for tickets collecting dust. The Role We're not looking for someone who "manages" a support queue. We're looking for someone who is physically uncomfortable when customers don't have answers. Someone who, when they hit a wall internally, doesn't wait — they find another door. Someone who closes their laptop at the end of the day only when the queue is clean. If that sounds like you, keep reading. You'll own customer support across email and chat using Gorgias (our helpdesk) and Shopify (our e-commerce platform). You'll handle everything from order issues and shipping delays to technical troubleshooting on electric scooters and e-bikes. You'll coordinate warranty claims, chase down internal teams when needed, and represent VoroMotors in a way that makes customers feel like they actually matter — because they do. What You'll Actually Be Doing Triaging and resolving a high-volume ticket queue in Gorgias daily — fast Troubleshooting product issues: connectivity, charging, mechanical faults, app errors Tracking down order and shipping issues in Shopify and with carriers Coordinating warranty claims and replacement parts through our claims system Escalating internally when needed — and following up until it's resolved, not just passing the baton Spotting patterns across tickets and flagging them to the team before they blow up Writing replies that are clear, warm, and direct — not copy-paste, not robotic You're the Right Person If: You have 2+ years of customer support experience at a product-based e-commerce company You've worked in Gorgias or Zendesk and know your way around a ticketing system You know Shopify well enough to look up an order, read fulfillment status, and understand what you're looking at Your written English is sharp — clear, professional, and human You've been told you're "too persistent" about following up — and you take that as a compliment You can figure things out on your own without needing someone to hold your hand through every issue Bonus: experience supporting electronics, scooters, e-bikes, or any technical consumer product This Is Not the Job For You If: You're okay with a ticket sitting 24 hours without a response You "escalate" things and then forget about them You need detailed instructions before you can take any action You treat every ticket like a script to follow You can't explain a technical issue in plain, simple English What We Offer Remote — work from anywhere with strong English and overlap with US Pacific hours Competitive hourly rate based on experience and performance Real growth path — we promote internally and you'll have direct visibility with the founding team A team that actually acts on patterns you surface from support data Stable, long-term engagement — this isn't a one-month gig How to Apply Applications without answers to all questions below will not be reviewed. No exceptions. We read every response personally. We are specifically looking for real, specific answers — not polished essays. If your reply sounds like it was written by a committee, it'll get skipped.