WFH E-Commerce Customer Support Specialist – Shopify & Gorgias

Our client is seeking a proactive, reliable, and customer-focused E-Commerce Customer Support Specialist – Shopify & Gorgias to support their growing e-commerce pet accessories brand across the UK and US markets. This role will focus on managing customer queries, resolving order-related issues, and maintaining a high standard of customer support across key service channels. The ideal candidate will be confident working independently, highly organized, and capable of communicating clearly and professionally with customers.

Schedule

• Monday to Friday 1:00 PM to 5:00 PM UK time; 20 hours per week
• Candidate must be flexible to support a possible future shift adjustment to better cover both UK and US customer hours

Responsibilities

• Manage customer enquiries and support requests across email, chat, and customer service platforms
• Respond to customer questions relating to orders, exchanges, returns, refunds, replacements, and general product concerns
• Support customer communication across relevant platforms, including email and social channels
• Use approved templates, AI tools, and brand guidance to draft responses, while carefully reviewing all messages before sending
• Navigate Shopify confidently to review orders, process customer service actions, and support issue resolution
• Work within Gorgias or similar support platforms to manage tickets accurately and efficiently
• Escalate more complex or sensitive issues to management in a timely manner
• Maintain accurate records and contribute to a well-organized customer support workflow
• Help ensure smooth support coverage across both the UK and US markets

Requirements

• Previous experience in customer service, customer experience, e-commerce support, or a similar customer-facing role
• Strong working knowledge of Shopify, including order handling and customer support workflows

Excellent written and spoken English communication skills, with the ability to communicate naturally and professionally with UK and US customers’Ability to use AI tools effectively while ensuring all final responses remain polished, accurate, and human in tone

• Experience using Gorgias is preferred, but not essential
• Strong organizational and time management skills
• Ability to work independently, take ownership, and manage tasks reliably
• Good judgment in handling customer issues and knowing when to escalate
• A dependable, proactive, and solutions-focused approach to work

What Success Looks Like

The successful candidate will become a dependable point of support for the business, able to manage customer service confidently and consistently with minimal supervision. They should demonstrate strong ownership, sound communication, and the ability to support both UK and US customers effectively. Independent Contractor

Perks

Permanent Work from home

Immediate Hiring

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review. One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.