Shopify Customer Service

About Us
Poppy Pearl is a growing Shopify store, and we want a friendly, detail-oriented virtual assistant to run our customer service and give every customer a great experience. We use Gorgias as our CRM.

What You’ll Do

Answer customer questions by email , live chat, and social media DMs, quickly and professionally
Handle returns, exchanges, and refunds from start to finish in Shopify
Give order status and tracking updates, and follow up with carriers on lost, late, or damaged packages
Edit orders, update shipping addresses, and process cancellations
Answer product questions about sizing, materials, care, and availability
Calm unhappy customers and settle complaints with care and good judgment
Help collect evidence for chargebacks and payment disputes
Moderate and reply to product reviews and comments
Keep our Gorgias inbox organized with tags, notes, and follow-ups so nothing slips
Write and update saved replies (macros), FAQs, and help center content
Report recurring issues, product feedback, and trends to the team

What We’re Looking For

Customer service experience with a Shopify or e-commerce store
Excellent written English with a warm, professional tone
Comfortable working in the Shopify admin
Gorgias experience is strongly preferred. If you’ve used Gorgias, please apply!
Organized, responsive, and good at owning a ticket until it’s resolved
Strong attention to detail. You get order details right and you follow up
Able to work on your own and make sensible decisions within our policies