Own the full customer conversation across Gorgias: email, Instagram and social DMs, Amazon Buyer Messages, and review responses on Trustpilot, Amazon, and the Arc storefront.
Reply with care, accuracy, and brand voice. No copy-paste templates dropped without context. Every message reads like Arc wrote it.
Resolve order issues end to end: tracking, address changes, replacements, returns, refunds, damaged shipments, lost parcels, and warranty claims.
Use MinimalAI as a draft and assist tool, not as a replacement for judgment. Review and improve AI drafts.
Build and maintain the macro library, FAQ articles, and internal knowledge base. When the same question shows up three times, you make sure it never has to be answered manually a fourth.
Spot patterns in the queue and feed them back to operations, product, and engineering. Defective batch? Shipping carrier failing in a region? Confusing product copy on the site? You are the first to see it and the one who flags it.
Protect SLA targets on first response time and resolution time across all channels, including weekend coverage windows where required.
Coordinate with the warehouse and 3PL partners on stock holds, expedited shipments, and exception handling.
Manage chargebacks and PayPal disputes with the evidence and tone that wins them.
Keep customer records, tags, and notes clean in Gorgias and Shopify so the team can trust the data.
Handle escalations with composure.

2+ years in customer support, ideally for a DTC ecommerce, consumer hardware, or premium lifestyle brand.
Hands-on experience with a modern helpdesk: Gorgias, Zendesk, Front, or similar.
Native level written English. Clean grammar, sharp tone control, and the ability to write a reply that sounds human under pressure.
Detail obsessive. You catch the order number that does not match, the address with the missing line, the SKU that was discontinued last month.
Well-organized and self-directed. You manage your own queue without supervision, and you do not let tickets age.
Industrious and consistent. A full 40 hour queue does not faze you, and quiet days are spent improving the macro library, not waiting.
Friendly under pressure. Hostile customers, public complaints, and complicated escalations do not change your tone.
Comfortable with Shopify, basic order management, and reading shipping carrier tracking detail.
Reliable EU time zone overlap, Monday to Friday core hours, with willingness to cover occasional weekend windows.
Working setup that supports a professional remote role: quiet environment, stable internet, second monitor preferred.

Free Arc products
Equipment: you provide your own laptop and reliable internet
Modern tooling: Gorgias as the helpdesk, MinimalAI as the assist layer, Shopify and the full Arc product catalogue as your context
Real influence over the support function: tone of voice, macro library, SLA targets, and the tools the next hires inherit
Direct line into operations, product, and engineering. When you flag a recurring issue, it gets fixed.

Customer Support Agent

Key skills