Customer Support Specialist – Non-Voice
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Job Description
Customer Support Specialist providing customer support for a design-driven home air-care brand through email and live chat. Focusing on troubleshooting and managing customer inquiries efficiently.
Responsibilities:
- Manage inbound customer inquiries via email and live chat using Gorgias
- Guide customers through structured troubleshooting for hardware products
- Handle warranty eligibility checks, serial number validation, and replacement workflows
- Process logistics updates including address verification and shipment coordination
- Review AI-assisted responses (Sienna AI), adjust when necessary, and escalate complex cases
- Maintain clear and accurate documentation within ticketing systems
- Collaborate with internal CX teams to improve macros and workflows
- Identify recurring issues and proactively flag patterns for process improvement
- Maintain quality and response speed during peak seasonal surges
Requirements:
- 2+ years of customer support experience, preferably in D2C or eCommerce brands
- Hands-on experience with Gorgias (strongly preferred) or similar tools such as Zendesk or Freshdesk
- Experience supporting hardware or technical consumer products
- Strong written English with a clear, empathetic, and confident tone
- Ability to follow structured diagnostic and troubleshooting processes
- High attention to detail for warranty, replacements, and operational workflows
- Comfortable working in AI-assisted support environments
- Ability to learn quickly through Knowledge Centers and live training sessions
- Calm and organized under pressure during high-volume periods
- Proactive mindset with a focus on continuous improvement
Benefits:
- We provide comprehensive training for all candidates, regardless of their background or previous experience as a CS.
- We offer health insurance for contractors
- Monthly gym stipend allowance to support your physical wellness.
- Paid Time Off (PTO)
- Holiday Extra Pay Month
- The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
- This is a 100% home-based position
- We prioritize the mental health of our team members and offer mental health days to support their well-being.
- In addition to the base salary, performance-based incentives are provided.
- There is an annual review and appraisal process in place.
- There are ample opportunities for professional growth and advancement within the company.
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