We're seeking a detail-oriented and proactive Customer Support Representative to support day-to-day customer service operations for two consumer brands in the e-commerce space. This role involves managing customer inquiries, resolving order and fulfillment issues, handling product warranty and replacement cases, and identifying opportunities to improve support processes. The ideal candidate has strong written English skills, excellent follow-through, and a process-minded approach to customer service.
Duties and Responsibilities
- Respond to customer emails in Gorgias across both brands, aiming to clear the inbox the same day.
- Look up and update orders in Shopify, including order status, sizing exchanges and replacements.
- Track shipments and resolve fulfillment issues in the ShipBob portal.
- Handle warranty, damage and replacement cases end to end, snoozing tickets to follow up until each is resolved.
- File chargeback claims through the Shopify chargeback app.
- Use existing macros and SOPs for consistent answers, and escalate unusual cases to the manager.
- Coordinate with the manager and team over Slack.
- Process Improvement and SOP Ownership: Spot recurring issues and suggest fixes that cut ticket volume or response time.
Requirements
- Prior experience in a customer support role, ideally for a US-based e-commerce or consumer brand.
- Excellent written English for clear, friendly customer emails.
- Comfortable working US working hours (overnight Philippines) full-time shift.
- Organized follow-through on open cases until they are resolved.
Preferred
- Hands-on experience with Gorgias and Shopify.
- Familiarity with ShipBob or other 3PL portals.
- Experience supporting technical or warranty-backed products.
Who Will Thrive in This Role
The ideal hire takes initiative and treats the support process as something to improve, not just follow.
- Process-minded: Enjoys documenting, simplifying and automating.
- Patient: Comfortable with multi-step technical cases that need ongoing follow-up.
- Collaborative: Fits a relaxed, friendly customer community and a small, collaborative team.
Tools and Systems
- Gorgias: Main helpdesk for email, macros, automations and response-time analytics.
- Shopify: E-commerce storefront and order management.
- Shopify chargeback app: Filing chargeback claims; learned on the job.
- ShipBob: Third-party logistics (3PL) portal for fulfillment and tracking.
- Slack: Internal communication.
Schedule and Service Levels
- Response target: Answer all cases the same day they arrive.
- Maximum SLA: 2 business days, reserved for peak periods such as product drops and holiday sales.
Benefits
Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
- Permanent remote work flexibility
- Paid Time Off
- Health Maintenance Organization (HMO) coverage
- Annual performance bonuses
- Dedicated coaches offer an extra channel of support and skill-building
- Opportunities for professional growth
* Applicable for full-time permanent roles
At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.
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