Customer Service Specialist
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Job Description
Customer Service Specialist managing customer inquiries via email and chat for DTC specialty food company. Handling order modifications and troubleshooting common issues in a remote setup.
Responsibilities:
- Respond to customer inquiries across email and chat through Gorgias in a timely, professional, and friendly tone
- Craft accurate, on-brand responses using the internal SOP and AI tools to determine the right resolution
- Keep customer records and ticket notes accurate and up to date after every interaction
- Handle order modifications directly in Shopify — address changes, edits, cancellations, refunds, and reshipments
- Ensure every order change is applied cleanly and reflected accurately in the ticket and the customer's account
- Troubleshoot common issues — shipping delays, damaged product, subscription questions — and resolve within your authority
- Recognize when an issue needs to go to another team member and escalate it cleanly with the right context
- Flag recurring problems or trends so the team can fix root causes, not just symptoms
- Contribute observations that help improve SOPs, product notes, or shipping and subscription workflows over time
Requirements:
- Fluent written and spoken English with strong, professional communication
- Prior customer service experience, ideally in e-commerce or DTC
- Hands-on experience with Gorgias (or a comparable help desk platform such as Zendesk, Freshdesk, or Re:amaze)
- Experience making order edits and modifications in Shopify — address changes, refunds, cancellations, and order editing
- Comfort working independently with documented processes and AI tools to reach the right answer
- Sound judgment about when to resolve directly versus when to escalate
- Reliable internet connection and a quiet, professional remote work setup
- Experience with subscription platforms — Recharge is a strong plus
- Familiarity with specialty food, beverage, or premium consumer goods
- Genuine interest in food and willingness to learn a specialty product line
Benefits:
- Up to $6
- 100% remote work
- Full-time role
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