Ecommerce Customer Support VA (Gorgias Experience Required)

Responsibilities:

- Manage customer support tickets in Gorgias (email, chat, social)

- Handle order issues: tracking, refunds, returns, cancellations

- Use macros, rules, and views in Gorgias

- Communicate with Shopify orders

- Escalate complex issues and document edge cases

- Maintain SLA and response time targets


Requirements:

- Proven experience using Gorgias

- Ecommerce customer support background (Shopify preferred)

- Strong written English

- Able to follow SOPs and use macros/templates

- Reliable internet and availability during agreed hours

- Experience with refunds, chargebacks, and disputes

- Knowledge of Shopify admin

- Experience supporting UK/US customers


SCREENING QUESTIONS (Required):

1. How many months have you actively used Gorgias in a live ecommerce store?
2. Which Gorgias features have you personally used on a daily basis?
(e.g. macros, views, rules, tags, automations, chat, social)
3. Walk us through how you would handle this ticket:
“My order says delivered but I never received it.”
4. What actions would you take inside Shopify before replying to the customer?
5. What types of tickets do you escalate, and why?