Customer Support Specialist

About Us

We are a fast-growing Direct-to-Consumer (DTC) E-Commerce brand, and we pride ourselves on delivering not only high-quality products but also world-class customer experiences. To strengthen our team, we’re looking for an experienced Customer Support Specialist who can provide real, human answers — not AI-generated responses — to our customers worldwide.

What You’ll Do

As part of our Customer Support team, you’ll be the first point of contact for our customers across multiple channels. Your role is to ensure every customer gets fast, clear, and empathetic responses, even in complex situations.

Your responsibilities will include:

• Managing and answering customer inquiries via Gorgias (Email, Chat, Facebook, Instagram).
• Monitoring and responding to Facebook comments and product-related questions.
• Resolving escalations and unhappy customer situations with professionalism and care.
• Answering and managing reviews on platforms like Trustpilot.
• Tracking and guiding customers on orders using tools such as Shopify, 17track, UPS, etc.
• Ensuring the fastest and highest-quality response times at all times.

Candidate Requirements (Must-Have)

We are only looking for candidates who meetall of the following criteria:

• 3–5+ years of experience in Customer Support for E-Commerce DTC brands.
• Full-time availability.
• Strong written English (native-level, flawless grammar and clarity).
• Hands-on experience with Shopify (orders, customer data, tracking).
• Proven experience with Gorgias (not similar platforms — Gorgias only).
• Ability to use order-tracking tools (17track, UPS, etc.) and guide customers step-by-step.
• A critical mindset to analyze and resolve complex customer issues.
• Patience, empathy, and calmness when handling frustrated customers.
• Commitment to providing real, human answers (not relying on ChatGPT/AI tools).

Why Join Us?

• Be part of a dynamic, international, fast-growing E-Commerce brand.
• Work with a passionate, supportive team.
• Help us build customer relationships that last beyond a single purchase.
• Opportunity to grow your career in a brand that values initiative, problem-solving, and empathy.