Customer Support Specialist (Shopify + Gorgias) - Aussie Dog Brand

Love dogs? Love solving problems and making someone's day? Keep reading.

We're an Aussie based ecommerce business specialising in dog products: toys, treats, supplements, beds and dog gear, all designed in-house.

We're family-run, and in just four years we've grown into a global brand. We ship worldwide, we're stocked in 170+ independent stores across Australia, and we have 140,000+ customers and a community of 900,000+ dog lovers on socials.

What we need:

• Available for our 40-hour weekly roster below, including weekend shifts
• At least 2 years of experience with Shopify. You know the Shopify admin: orders, refunds, order edits, fulfilment, subscriptions
• At least 1 year working in Gorgias or a similar helpdesk day to day (macros, rules, tags, views)
• Phone confident. You can pick up a call from an angry customer, stay calm, and resolve it. Fluent spoken and written English

The role:
You'll look after our customers, from the first question someone asks before they buy to every conversation after their order arrives.

That means every customer who needs a reply gets a good one, fast. It also means spotting the cause of a problem so we're not answering the same question a hundred times. And it means sharing what customers tell us so we can turn it into better products and processes.

The role is hands-on. You'll work in the inbox and on the phone day to day as part of our CX team, reporting to our Customer Experience Lead. You'll also work alongside the AI support agent we're building in-house, so it takes the simple questions and you take the ones that matter.

Approx hours (40 hours a week, Melbourne time AEDT):

• Monday to Thursday: 10am to 6pm (8 hours a day)
• Friday: off
• Saturday and Sunday: 9am to 11am and 4pm to 6pm (two 2-hour sweeps, 4 hours a day)

Weekend shifts are part of this role. We have other team members across the week, so together we give our customers consistent coverage every day.

What you'll do:

• Reply to customers in Gorgias across email , chat, Instagram and Facebook
• Take and make customer phone calls, including the hard ones: missing parcels, refund disputes, upset owners
• Help customers before they buy: product advice and picking the right gear for their dog
• Work to our Customer Experience standards: response times, quality and tone
• Sort out orders that need fixing in Shopify (changes, cancellations, address issues, missing items, refunds and replacements)
• Work with our 3PL warehouses in Melbourne and Ohio to make sure parcels ship on time: chase stuck orders, lodge freight and carrier enquiries, and follow up lost or damaged parcels until they're resolved
• Check our AI support agent's answers and flag anything it gets wrong
• Use and improve our macros and help content so they stay accurate and keep the personal touch

You'll be great here if you:

• Are obsessed with customer satisfaction and with dogs
• Have high standards and are always looking for ways to improve
• Have 2+ years in ecommerce support on Shopify, ideally for a fast-growing DTC brand
• Fix the cause, not just the ticket
• Stay calm and kind with an unhappy customer on the phone or in writing, and can turn them into a fan
• Pick up new tools quickly and are curious about AI
• Write clearly and warmly, like a human

Pay: Approx. US$1,000 per month, depending on experience. Long-term role.

How to apply:
Start your application with your favourite dog breed, then submit a short video (Google Drive, Loom or YouTube unlisted) covering:
1. Why you'd be a great fit for this role
2. Your experience: the brands you've supported, and what you've done in Shopify and Gorgias
3. What you'd focus on in your first 90 days with us

No script, no slides, no AI voice. Just you, talking to us like you'd talk to a customer.