Customer Support Specialist with Gorgias Experience

We are an e-commerce company that’s building a long-term, high-impact brand.

Our mission is simple:
To help people sleep better, feel better, and live better, by delivering high-quality, natural solutions that truly work.

We are currently looking for a Customer Support Specialist who’s ready to step in, take ownership, and in the long term grow into a managerial role as our brand scales. You will be the voice of the brand, ensuring our customers feel heard, supported, and happy every single day.

What We're Looking For
- You MUST have experience with Gorgias (Inbox setup, tagging, automations, macros, rules, customers with priority etc.)
- You genuinely care about helping people
- You write fluent, natural English, with empathy and a human touch
- You’re proactive and think in solutions, not complaints
- You're work very organized, we don't have to ask you things twice
- You’re excited by the idea of growing into a Customer Support Manager
- You are experienced in working with real brands and can name them

Your Responsibilities
- Respond to customer support tickets (email/chat) via Gorgias
- Monitor order issues and proactively follow up with customers
- Work closely with our logistics and operations teams to resolve any shipping or refund issues
- Turn angry customers into loyal fans through empathy and speed
- Help us build a scalable support system (rules, macros, helpdesk articles, etc.)
- Provide feedback to improve our product and customer experience

What Makes This Opportunity Special
We’re not looking for someone to “just answer emails.” We’re building a real brand with thousands of customers, long-term goals, and a product that actually changes lives.

We need someone who can own the customer experience and help us build something that lasts. You’ll be part of a fast-moving team that values:

SPEED - Execute fast without sacrificing quality
IMPACT - Everything we do must create value for the customer
BETTER EVERY DAY - Growth is our default mode

If you thrive in an environment where initiative, ownership, and continuous improvement are expected, you’ll feel right at home.

Oh yeah, we believe in rewarding people who go above and beyond. When you create impact (whether through glowing reviews, improved systems, or customer happiness) we’ll make sure you feel it in your paycheck too.

Bonus if you...

- Have experience building Help Centers / FAQ pages
- Have managed customer support teams before
- Understand the customer journey in DTC / e-commerce
- Have experience with Shopify, Klaviyo, or similar tools

Growth Path:
This starts as a freelance role (15–25h/week) with clear potential to scale to full-time and grow into a CS Manager as we expand internationally.

How to Apply:
Please include a short message explaining:

- Your experience with Gorgias
- DTC Brands you have worked with
- Why this opportunity excites you
- Your availability (hours per week + timezone)

Looking forward to meeting you!

Jaimy - MW Collective
Building Strong Brands & Empowering Growth Together

PS: If you send a ChatGPT-written message we will not consider your application. :)