Ecommerce Customer Support VA (Gorgias Experience Required)

Responsibilities:

• Manage customer support tickets in Gorgias (email , chat, social)

• Handle order issues: tracking, refunds, returns, cancellations

• Use macros, rules, and views in Gorgias

• Communicate with Shopify orders

• Escalate complex issues and document edge cases

• Maintain SLA and response time targets

Requirements:

• Proven experience using Gorgias

• Ecommerce customer support background (Shopify preferred)

• Strong written English

• Able to follow SOPs and use macros/templates

• Reliable internet and availability during agreed hours

• Experience with refunds, chargebacks, and disputes

• Knowledge of Shopify admin

• Experience supporting UK/US customers

SCREENING QUESTIONS (Required):

1. How many months have you actively used Gorgias in a live ecommerce store?
2. Which Gorgias features have you personally used on a daily basis?
(e.g. macros, views, rules, tags, automations, chat, social)
3. Walk us through how you would handle this ticket:
“My order says delivered but I never received it.”
4. What actions would you take inside Shopify before replying to the customer?
5. What types of tickets do you escalate, and why?