Respond promptly and professionally to customer inquiries via phone, chat, email, and platform-specific messaging (Amazon, TikTok, Shopify)
Use approved canned responses where applicable, while also providing personalized support as needed
Maintain a helpful, courteous, and professional tone in all interactions to uphold brand reputation
Respond to customer inquiries regarding order status, shipping updates, and delivery concerns
Investigate and resolve any issues related to lost, delayed, or incorrect orders
Manage and resolve refund and return requests from customers on TikTok
Respond to Amazon customer messages, reviews, or inquiries in compliance with Amazon's customer service standards
Receive inbound customer calls and address concerns related to orders, products, or service issues
Log all calls and outcomes accurately into the support system
Proactively identify recurring customer issues and suggest improvements to internal processes or FAQs

Proven experience in a customer support or customer service role, ideally supporting e-commerce or DTC brands
Hands-on experience using Gorgias as a CRM is required (must be comfortable managing tickets, macros, tags, and workflows)
Demonstrated experience handling chat, email, and voice (phone) support in a fast-paced customer service environment
Strong written and verbal communication skills with the ability to adapt tone across different support channels
Experience supporting customers across multiple platforms such as Amazon, TikTok Shop, Shopify, or similar e-commerce channels
Proven ability to resolve customer complaints, order issues, refunds, and returns with empathy and professionalism
Strong attention to detail with the ability to accurately document interactions, refunds, returns, and call outcomes
Highly organized, dependable, and able to manage multiple customer inquiries simultaneously
Proactive, solutions-oriented mindset with the ability to identify recurring issues and suggest process or FAQ improvements

Customer Support Agent

Key skills