Shopify Customer Support Specialist (Gorgias)

We are looking for an experienced Customer Support Specialist to join our team! As the voice of our brand, you’ll help our customers with orders, shipping, returns and refunds, and find solutions that balance customer satisfaction with business needs.

We want 2+ years experience in Shopify Store Email CS support. The ideal candidate has prior experience in Shopify, Gorgias and supplier communication daily. Bonus points if experience with UK customers and pet/home-goods brands.

Who are we?

We’re dedicated to making life easier for pet owners and busy mums, with products designed to keep homes comfortable, clean and stylish. Since our 2025 launch, we’ve grown rapidly through viral digital marketing, building a passionate community of customers across the US and UK.

We operate with a small but mighty team focused on speed and continuous improvement, and customer support is a big part of why people keep coming back. We’re excited to bring on a support specialist who’ll play a real role in scaling the brand.

What is our culture like and who is a good fit?

Culture-fit is our #1 hiring factor. We have a genuine will-to-win, and no task is beneath us if it helps a customer. We live by these values:

• Think on your feet: You make good calls under pressure.
• Bring solutions, not just questions: Come with a recommendation and your reasoning.
• Own it: If a problem lands with you, you see it through.
• Quick, never sloppy: Fast replies that are still accurate and kind.
• Better every day: Every problem is a chance to improve.

You’re a great fit if you follow instructions carefully, stay calm with angry customers, and always think about how to solve the problem in front of you. When a case falls outside our policy, you check with us and bring your own recommendation. You’ll work directly with the founder, with no politics or red tape. If you want a job where you just follow a script, this isn’t it. If you want to be trusted, challenged and grow with a fast-moving company, you’ve come to the right place.

Key Objectives

• Keep email inboxes under control with fast, helpful replies
• Resolve email tickets within our policies, flag with suggestion for unusual cases
• Bring down refunds and chargebacks through clear, kind communication
• Flag repeated customer problems and help improve our templates and processes

Requirements

• Available Mon-Sat
• Excellent written English
• 2+ years of e-commerce CS support on Shopify and Gorgias
• Experience with return funnels
• Proficient in Google Sheets, ---------- and Loom
• Bonus points: Experience with UK customers & pet/home-goods brands

Accountabilities

• Handle email tickets on Gorgias promptly, within our response-time target
• Process order changes/refunds in Shopify
• Coordinate with the fulfilment team on order issues
• Escalate and report unusual cases & patterns
• Send brief EOD reports: tickets closed, backlog, response time, refunds...

How our hiring works

Our process: initial screening, a skill test, then a video interview. Shortlisted candidates are offered a paid trial week, then move to full-time if they meet the KPI targets.

Salary

USD $900–1200 per month, based on experience, paid twice a month. Long-term role with the potential to grow into a CS Lead as the team grows.

To apply

Use this subject line: “Gorgias CS - [colour of our logo]”, and answer the screening questions below in your message, with your CV attached:

1. How many years of Shopify stores CS experience do you have?
2. Have you worked with pet/home good brands?
3. Which markets (e.g., US, UK, AU, CA) have you supported before?
4. How many years of experience do you have in Gorgias?
5. What was your average hourly email ticket volume in your last role?
6. What hours are you available, Mon-Sat (PH time)?