Job Description

Non-Voice Customer Service Representative

Location: Remote
Employment Type: Full-Time

About the Company

This fast-growing eCommerce brand is dedicated to delivering high-quality products and an exceptional customer experience. As the company continues to scale, customer support plays a critical role in maintaining trust, efficiency, and satisfaction across digital touchpoints.

The Non-Voice Customer Service Representative will support customers exclusively through written communication channels, including email, live chat, and ticketing systems. This role requires strong attention to detail, excellent written communication skills, and the ability to respond quickly and accurately in a fast-paced eCommerce environment. Prior experience using Gorgias is essential.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via email and live chat
• Manage, prioritize, and resolve customer support tickets using Gorgias
• Handle order-related concerns, including order status, shipping issues, returns, refunds, and product inquiries
• Maintain a high level of focus, responsiveness, and accuracy during working hours
• Deliver clear, friendly, and solution-oriented written communication to ensure customer satisfaction
• Escalate complex or sensitive issues to the appropriate internal teams when needed
• Follow internal SOPs while identifying opportunities to improve support workflows and efficiency

Requirements

Required Qualifications

• Proven hands-on experience using Gorgias for customer support
• Background in non-voice eCommerce customer service
• Excellent written English communication skills
• Highly detail-oriented, responsive, and able to manage tickets in real time
• Strong problem-solving skills and ability to work independently
• Comfortable handling high ticket volumes while maintaining quality

Nice to Have

• Experience supporting DTC or Shopify-based brands
• Familiarity with FAQs, macros, and automation within Gorgias
• Previous experience working in a fast-paced startup or scaling eCommerce environment