Senior Customer Support Agent – E-commerce

Role Overview

The Role Senior Customer Support Agent for E-commerce We're seeking a Senior Customer Support Agent who understands that premium support creates memorable experiences, not just solves problems. This is a high-touch, white-glove CX role requiring autonomy with customers, not basic ticket handling. What You'll Do Customer Support

• Respond to inquiries via Gorgias → Richpanel (chat & email) and Instagram/TikTok DMs (critical)
• Handle order management, tracking, modifications, and cancellations
• Manage returns, exchanges, and refunds with grace
• Provide product guidance and personalized recommendations
• Resolve shipping issues and coordinate with logistics partners Customer Experience
• Turn challenging situations into positive experiences through empathetic problem-solving
• Maintain our premium brand tone in all communications
• Document feedback and identify patterns for improvement
• Handle escalations and high-AOV/VIP customers with confidence

Requirements

Required Qualifications

• E-commerce experience is mandatory for this role
• Exceptional written English with ability to maintain sophisticated brand voice
• Experience with customer support platforms (Gorgias mandatory, Zendesk, or similar)
• Comfortable with e-commerce platforms (Shopify mandatory)
• Comfortable managing phone calls, emails, and chats.
• Self-motivated, detail-oriented, and capable of independent work
• Patient, empathetic, and genuinely enjoys helping people
• Comfortable managing Instagram & TikTok DMs as core responsibility Success Metrics
• Prompt response times and efficient resolution
• Consistently high customer satisfaction ratings
• Premium brand voice maintained across all channels
• Proactive identification of experience improvements
• Confident handling of VIP and escalated situations

Benefits

• Remote Working for US Company
• Exposure to new technology & trend
• Competitive Salary