Customer Support Specialist - DTC/e-commerce

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About AIRLOCK
AIRLOCK, headquartered in Fort Lauderdale, is a fast-growing e-commerce company specializing in innovative air quality solutions for boats and RVs. Since our founding in 2020, we've achieved widespread market adoption across the United States and are now gearing up for an exciting 2025. As we continue to grow, we are expanding our global team to support our mission of delivering clean, fresh air to boaters and RV enthusiasts worldwide.

Responsibilities
- Respond to an average of 15 customer support tickets daily via chat, email, and social media using Gorgias. Occasionally handle YouTube comments and Amazon inquiries.
- Assist customers with orders, including troubleshooting, cancellations, and modifications.
- Moderate social media comments.
- Perform various data entry and assistant tasks.
- Act as a moderator and help build our >Facebook community, where customers post questions, share product ideas, and connect with one another.


Requirements
- 2+ years of experience working with DTC brands in the U.S.
- Comfortable using Shopify
- Proactive, critical thinker.
- Deep understanding of brand identity, values, and voice.
- Be able to work EST hours + an additional hour on weekends.

Preferred
- Basic understanding of electrical systems to assist customers with product installation and troubleshooting.
- Fluent spoken English, potentially answering questions over the phone.