Customer Service Representative (E-commerce | Gorgias + Shopify | Long-Term Opportunity)

Schedule: Initially part-time, transitioning to 40–48 hours/week
Work Setup: 100% Remote | Flexible Schedule
Employment: Long-Term Opportunity

About Us
We are an established and growing e-commerce company managing multiple brands serving hundreds of thousands of customers worldwide.

As we prepare for the busy Q4 season, we're expanding our Customer Service team and looking for high-performing, experienced, and motivated individuals who can thrive in a fast-paced environment.

We offer long-term stability, a supportive team, structured training, clear SOPs, and modern AI-powered tools to help our agents work more efficiently.

We value productivity, accountability, attention to detail, and quality customer service.

We are specifically looking for customer service representatives who can consistently handle 20–25 tickets per hour while maintaining excellent response quality.

This is a high-volume customer support role. We want to be transparent from the beginning: the workload is demanding, and meeting productivity expectations is an essential part of the position.

If you're accustomed to handling only 5–10 tickets per hour or are not comfortable working toward our productivity targets, this position may not be the right fit.

However, if you're experienced, efficient, organized, and looking for a stable company where your performance is recognized and rewarded, we'd love to hear from you!

Your Responsibilities
Handle customer inquiries through Gorgias (primarily email ) and social media.
Respond to order inquiries, shipping updates, refunds, returns, and product-related concerns.
Use Shopify to review orders, customer information, and order history.
Maintain a consistent productivity target of 20–25 tickets/hour without compromising quality.
Use our AI-powered customer service assistance tools to improve efficiency and response accuracy.
Follow established SOPs and maintain professional, accurate, and personalized customer communication.
Meet our 12-hour response time goal.
Take ownership of customer issues and minimize unnecessary escalations.

Tools & Support We Provide
We want our team to succeed, so we provide:
Gorgias, a leading e-commerce customer service platform.
AI-powered assistance to summarize customer conversations and help generate accurate draft responses.
Shopify integration for efficient order management.
Structured training, SOPs, and ready-to-use response templates.
Regular coaching, feedback, and performance evaluations.
A collaborative and supportive working environment.

Our AI tools are designed to make ticket handling faster and easier, but agents are still expected to review and personalize responses before sending them.

Requirements
Previous experience in e-commerce customer service.
Experience with Gorgias and Shopify is strongly preferred.
Excellent written English communication skills.
Ability to consistently handle 20–25 tickets/hour while maintaining quality.
Strong attention to detail, critical thinking, and problem-solving skills.
Comfortable handling high ticket volumes during peak seasons.
Proactive, reliable, accountable, and receptive to coaching.
Reliable internet connection and computer.
Willingness to start part-time and transition to full-time (40–48 hours/week).

Compensation & Growth Opportunities
We believe in rewarding consistent performance and commitment.
Starting Rate: $4.00/hour
After 1 Month: $4.50/hour, subject to satisfactory performance evaluation
After 3 Months: $5.00/hour, subject to satisfactory performance evaluation
Future Salary Reviews: Additional increases may be considered based on productivity, quality, reliability, and overall performance.

This is not a short-term seasonal position. We are looking for individuals who want to build a long-term working relationship with an established and growing company.

Application Instructions
To apply, please answer the following questions:
How many customer service tickets can you consistently handle per hour while maintaining quality? Please provide your actual experience, not just your target.
How many years of experience do you have with Shopify, Gorgias, or similar customer service platforms?
Have you handled high-volume e-commerce customer support before? If yes, approximately how many tickets did you handle per day?
Are you comfortable starting part-time and eventually transitioning to 40–48 hours per week?
Are you comfortable with a starting rate of $4/hour and performance-based evaluations?

IMPORTANT: To confirm that you've read the entire job posting, please include the word "APPLE" at the very beginning of your application.

Applications that do not follow the instructions or do not answer the questions may not be considered.

We're looking for team players who take pride in their work, embrace challenges, and are committed to delivering both productivity and excellent customer service.

If that sounds like you, we'd love to have you on our team!