Customer Service Representative (Shopify / Gorgias / 3PL Experience)

About the Role

We're a growing e-commerce hair care brand looking for an experienced Customer Service Representative to join our CX team. You'll be the voice of our brand, handling customer inquiries across email and social channels, resolving issues with care, and helping deliver a smooth experience from order to delivery. This is a fully remote role for someone who is reliable, detail-oriented, and genuinely enjoys helping people.

What You'll Do

Respond to customer inquiries promptly and professionally through our helpdesk
Handle order issues, shipping concerns, returns, refunds, and product questions
Coordinate with our 3PL (third-party logistics) partner on fulfillment and delivery matters
Process and tag tickets accurately, following our internal guidelines
Maintain a high standard of customer satisfaction (CSAT) and response times
Collaborate with the team and flag recurring issues or improvements

Required Experience

Proven experience as a Customer Service Representative, ideally in e-commerce
Hands-on experience withGorgias(or a similar helpdesk such as Zendesk or Freshdesk)
Experience usingShopify(orders, refunds, customer profiles)
Familiarity working with a3PL / fulfillment providerand understanding shipping and tracking
Comfortable usingSlackfor team communication
Excellent written English with clear, friendly, and professional communication

Qualities We're Looking For

Strong attention to detail and accuracy
Empathetic and patient, with a customer-first mindset
Able to work independently and stay organized with minimal supervision
Dependable, punctual, and responsive during working hours
A problem-solver who can think on their feet and de-escalate calmly
Open to feedback and committed to continuous improvement