Customer Support Lead (Commslayer/Gorgias Macro Specialist)

We are a fast-growing e-commerce group managing multiple brands across different niches. We are looking for a high-level Support and Operations specialist who can handle customer communication and coordinate with our suppliers to ensure every order is fulfilled and delivered on time.

The technical infrastructure is already set up. You will jump straight into Commslayer to manage the inbox and oversee order fulfillment logistics.

Key Responsibilities
Multi-Store Support: Manage the centralized inbox in Commslayer for multiple brands. You will be responsible for building and using macros to maintain a professional brand voice.

Speed of Service: Maintain a strict 24-hour response time (or less) for all tickets during business days.

Supplier Coordination: Act as the primary point of contact for our suppliers. You will regularly check order statuses, handle bulk exports, and push for faster shipping if delays occur.

Logistics Oversight: Track shipments daily to ensure deliveries hit target timelines. You will proactively handle "stuck" packages or tracking errors before the customer complains.

Macro Development: Build and maintain a library of professional macros that cover both customer support scenarios and efficient supplier communication.

Requirements
Helpdesk Mastery: Expert-level experience using Commslayer or Gorgias as an agent.

Operations Experience: Proven history working with suppliers (Dropshipping/3PL) to manage order tracking and fulfillment issues.

Reliability: You are committed to clearing the inbox every 24 hours on business days.

Strategic Writing: Exceptional English copywriting skills. You must be able to write macros that sound professional and on-brand.

Proactive: You don't wait for a customer to complain; you coordinate with the supplier to fix issues first.

How to Apply
Please start your response with the word "LOGISTICS".

Have you managed support for multiple stores at once? Which niches?

How do you ensure all tickets are answered within a 24-hour window?

How do you handle a situation where a supplier is slow to provide tracking numbers?

Paste an example of an email you would send to a supplier to follow up on unfulfilled orders.

Are you available for full-time work?