Customer Support Representative – E-commerce (Shopify / Gorgias) | Remote, Long-Term

About us
We are DB Duo, a growing e-commerce company running multiple Shopify stores in home decor and lighting across the US, UK and Europe. We're scaling from 3 to 10 stores in the coming months and are expanding our customer support team. You'll work closely with our CS Manager and join a small, driven team that values ownership, speed and clear communication.

What you'll do

Handle customer tickets via email and chat in Gorgias (order status, delivery issues, returns, damaged items, sizing questions)
Resolve cases using our macros and SOPs, following a clear resolution flow: replacement → store credit → partial refund
Log every refund, store credit and replacement request in our Google Sheets trackers. Your CS Manager approves and processes them.
Log supplier issues (address changes, damaged goods, out-of-stock) in our issues tracker and follow up until solved
Respond to customer replies on shipping updates and flag delivery problems (pickup, failed delivery, returns)
Collect evidence (photos, tracking info) for damage claims and disputes
Submit a short End-of-Day report every shift

What we're looking for

At least 1 year of experience in e-commerce customer support
Solid understanding of Shopify: orders, refunds, draft orders, fulfillment
Comfortable working in Google Sheets every day
Experience with Gorgias is a big plus. Other helpdesks (Zendesk, Freshdesk, Richpanel) are also fine.
Excellent written English with a friendly, human tone (no robotic replies)
Able to handle 15–20 quality responses per hour
Detail-oriented: you log everything and don't skip steps
Reliable internet and a quiet workspace
Open to time tracking via Hubstaff

What we offer

Starting rate of $4/hour, with raises based on performance
Long-term position with room to grow as we scale to 10+ stores (our current CS Manager started as a rep)
Clear SOPs, trackers and training, so you know exactly what's expected
Performance bonuses based on KPIs
A direct, supportive team where your input matters

How to apply
Send us:

Your CV, or a short overview of your e-commerce support experience
Which helpdesk tools you've worked with, and for how long
A short video (1–2 minutes) introducing yourself and telling us why you're a great fit for this role

Applications without a video will not be considered.

⚠️ Important: start your video by saying the words "DB Duo". This tells us you've read the full job post.