Key skills
ShopifyCRMSales
About this role
Role Overview
- Respond to customer inquiries promptly via Gorgias and other designated support channels (email, chat, etc.)
- Resolve customer issues such as cancellations, refunds, changes, and exchanges in Shopify, Aftership, and 3PL warehouse management platforms.
- Assist customers with questions related to orders, shipping, returns, exchanges, product availability and general policies with professionalism and accuracy.
- Communicate with our third-party logistics & fulfillment partners to identify, escalate, and resolve incorrect or problematic orders.
- Maintain response times in line with SLAs set by the Customer Support Manager
- Partner with the broader eCommerce team to identify customer experience challenges, pain points, and recurring issues, driving effective resolutions and continuous improvement.
- Stay up to date on product releases, promotions, and website updates to provide accurate and timely information.
- Support high-volume periods including product launches, major drops, and peak seasons as well as critical holiday sales periods such as Christmas, Black Friday etc.
- Document customer interactions and resolutions accurately within our internal systems to ensure alignment across teams.
Requirements
- Comfortable engaging with customers across multiple channels, including email, chat, and other support platforms
- Proficient with CRM and ecommerce tools such as Gorgias, Shopify, and ShipBob
- Experienced in supporting customers in fast-paced ecommerce environments, including managing multiple storefronts or brands
- Solid understanding of ecommerce workflows, including orders, shipping, returns, refunds, and exchanges
- Highly organized with excellent attention to detail when managing multiple accounts and platforms
- Clear, friendly communicator capable of explaining information in an easy-to-understand manner
- Strong typing skills and proficiency with computers and software systems
- Skilled problem-solver who can resolve issues independently and efficiently
- Calm, adaptable, and positive when multitasking in high-pressure situations