Customer Support Representative

Our client is looking for a Customer Success Specialist. They operate an online retail platform specializing in home and kitchen goods, delivering high-quality products to customers nationwide.

This role is well-suited for a proactive customer service professional who thrives in a digital environment, managing incoming support requests through chat and email while ensuring prompt and accurate order tracking. The position offers the opportunity to be the primary voice of the brand, resolving customer inquiries and collaborating directly with warehouse and product teams to continuously improve the buyer experience.

Responsibilities

• Address customer inquiries through live chat and email channels during designated support hours.
  
• Track product shipments and liaise with the warehouse team to resolve delivery delays.
  
• Maintain and update help center articles to ensure accurate self-service information.
  
• Compile customer feedback and frequently asked questions on a weekly basis to share actionable insights with the product team.
  
• Respond to incoming customer calls and monitor daily order fulfillment progress.
  

Requirements

• 4+ years of customer support experience for an online shop
  
• Hands-on experience with Gorgias or Zendesk
  
• Excellent written English with fluency at least at a C1 level
  
• Available Monday to Friday, 9:00 AM to 2:00 PM US Eastern time
  

Qualifications

• Shopify admin experience (preferred)
  
• Conversational Spanish (a plus)
  
• Experience writing help center articles (preferred)
  
• Experience with HubSpot (preferred)
  

Benefits

• Full-time position
  
• 100% remote work
  
• Schedule: Monday to Friday, 9:00 AM to 5:00 PM Eastern Time (support hours 9:00 AM to 2:00 PM US Eastern)