Customer Support Specialist (Gorgias Experience Preferred - with a bonus)

Hello talented customer support professionals! We are a forward-thinking marketing agency seeking an experienced, empathetic, and solution-oriented Customer Support Specialist to join our remote team. Our mission is to provide an exceptional service experience that doesn’t just answer questions, but also adds value through strategic product/service recommendations—and rewards you for successful upsells.

Responsibilities:

1. Customer Support
- Deliver prompt and accurate responses to customer inquiries via email, live chat, and social media.
- Troubleshoot and resolve issues efficiently, with empathy and attention to detail.
- Address account-related concerns and refund requests, ensuring full compliance with company policies.

2. Upselling & Product Recommendations
- Identify opportunities to suggest relevant additional products, services, or enhancements.
- Effectively communicate the value and benefits of these recommendations.
- Track your upsell performance and meet targets to earn bonus rewards.

3. Collaboration & Continuous Improvement
- Document and escalate customer feedback and technical issues as needed.
- Collaborate with the team to achieve and exceed service metrics and goals.
- Contribute to the creation and maintenance of support resources.

4. Influencer Campaign Support
- Understand our influencer campaign offerings on TikTok and Instagram.
- Provide guidance and insights for customers interested in these promotions.

Requirements:

- Communication & Problem-Solving
- Excellent written and verbal English skills.
- Strong ability to think on your feet and maintain professionalism.

- Technical & Platform Expertise
- High proficiency with internet tools, online communication, and data entry.
- Gorgias experience is a must—please highlight this in your application.
- Familiarity with Google Sheets, Google Docs, Shopify, Interakt, Instagram, ChatGPT, and Trustpilot is preferred.

- Attitude & Adaptability
- Positive attitude, resilience under pressure, and readiness to work in shifts if required.
- Previous remote work experience is a plus.

What We Offer:

- Fully Remote & Flexible: Work from anywhere with flexible hours.
- Competitive Compensation: Enjoy a competitive salary plus performance-based bonuses and upsell rewards.
- Growth Opportunities: Gain access to professional development, learning resources, and potential career advancements.
- Inclusive Culture: Be part of a supportive, inclusive environment that values teamwork and continuous improvement.

How to Apply:
If you meet the above criteria and are excited about joining a dynamic marketing agency, please send us:

- Your updated resume.
- A brief cover letter detailing your customer support experience and how you’ve used Gorgias in previous roles.
We look forward to hearing from you and working together to exceed our customers’ expectations—while rewarding you for your extra effort!