Customer Service Specialist (E-Commerce / Shopify)

You’re not here to clear tickets. You’re here to protect the brand.

We need someone who doesn’t just reply fast — they think fast. Someone who sees every customer interaction as a chance to turn a frustrated buyer into a loyal one, and every ticket as a potential signal back to the team.

This is high-tempo support. You’ll move fast, talk straight, and spot issues before they snowball. No scripts. No corporate jargon. Just real, human support that actually helps.

The Reality:
80% of this role is reading between the lines — knowing when a “Where’s my order?” is really a churn risk, and when a complaint is a product feedback goldmine. You’ll be the first line of insight, the voice of the brand, and the one keeping the customer experience tight while the rest of the team scales.

You’re not here to babysit an inbox. You’re here to own outcomes.

What You’ll Actually Do:
Handle customer inquiries via email, chat, and social — quickly, clearly, and with real empathy

Solve problems fast: shipping issues, payment errors, product confusion — you’ve seen it all and handle it without breaking stride

Spot patterns and log insights that help ops, fulfillment, and product get better

Flag churn risks and escalate the right issues with real context, not chaos

Write and refine macros, help docs, and workflows to keep the team sharp and the customer journey smooth

Work inside Shopify, Gorgias (or similar), and Notion/Slack like they’re second nature

Keep it human: no canned lines, no robotic scripts — just solid, clear communication

What We’re Looking For:
2+ years of DTC/ecomm customer service experience (Shopify a must)

You’ve worked in high-volume support (30+ tickets/hour isn’t scary to you)

You write fast and well — tone, grammar, and clarity are non-negotiable

You don’t just follow SOPs — you help improve them

You’ve worked closely with ops, fulfillment, or product teams

You’re calm under pressure, even when the customer isn’t

Bonus: You’ve built help docs, mapped CX flows, or improved backend support systems

Bottom Line:
If you think customer service is just copy-pasting nice replies and waiting for the next ticket — this isn’t for you.
But if you treat every ticket like a chance to earn trust, retain a customer, and spot the next operational fix — we want to talk.

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