Full-Time Shopify Customer Service Representative (Toronto Time)

PureFilters is a trusted Canadian e-commerce company that has been simplifying home wellness for nearly a decade. We deliver furnace filters, water filters, and home essentials directly to homeowners across Canada. With a loyal customer base and a long-term, remote team, we pride ourselves on consistency, care, and continuous improvement.

We’re looking for our next Customer Support Specialist — the first point of contact for our customers. If you’re a tech-savvy support pro who loves helping people and improving systems, this role is for you.

Schedule:
-Full-time, Monday to Friday
-9:00 AM – 5:00 PM Eastern Time (Toronto)
-100% remote, but must be online and available during these hours

What You'll Do:
1. Be the friendly voice and quick keyboard behind our customer support—via phone (AirCall), email, and live chat (Gorgias).
2. Help customers choose the right filters, troubleshoot orders, process returns, and ensure a seamless experience.
3. Take phone orders, coordinate with suppliers on technical queries, and follow up on special/large orders.
4. Build systems—create macros, optimize call flows, and improve our helpdesk processes.
5. Work closely with our fulfillment and product teams via Slack to resolve issues and relay customer insights.
6. Track performance, flag recurring issues, and help us improve continuously.

Must Haves (Non-negotiables)
-Excellent English communication (spoken and written) — you’ll be on calls daily with Canadian customers.
-Hands-on experience with:
Gorgias (or very similar helpdesk)
AirCall (or similar VoIP system)
Shopify
Slack

-Proven e-commerce customer service background (Shopify, Amazon, WooCommerce, etc.) — handling orders, returns, and shipping inquiries.
-Reliable remote setup: high-speed internet + quality headset (clear audio, no background noise).
-Available to work 9 AM – 5 PM EST, Monday–Friday, without exception.

Nice to have but not required:
-Experience in HVAC, home improvement, or large SKU catalogs.
-Experience documenting processes or writing help articles.
-Previous remote work in a small, fast-growing company.

Your Personality:
-Patient, empathetic, and genuinely enjoy helping people.
-Calm under pressure—especially when resolving shipping delays or customer concerns.
-Organized and able to juggle multiple conversations without dropping the ball.
-Proactive—you spot trends and suggest solutions, not just solve tickets.

How to Apply:
We’re being selective to find the right fit from the start. To apply, please submit the following to ----------

1. Your resume.
2. A short Loom video (under 3 minutes) covering:
- Your hands-on experience with Gorgias, Shopify, AirCall, and Slack.
- Your e-commerce customer service background.
- Your internet speed and type of connection.

Note: Applications without a Loom video will not be considered.

We value exceptional talents. We offer a competitive rate for a candidate with the right expertise and and strong track record.