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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support for e-commerce, utilizing tools like Gorgias and Shopify to manage inquiries and resolve issues efficiently. Exhibits strong organizational skills and a process-minded approach to improve response times and customer satisfaction.
Highest-signal resume keywords
Customer Support ExperienceGorgias ProficiencyShopify KnowledgeProcess Improvement SkillsExcellent Written English
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Order ManagementChargeback Claims FilingTechnical SupportFulfillment Issue ResolutionSOP Documentation
Soft Skills
Organizational SkillsPatienceCollaborationFriendly Communication
Tools & Technologies
GorgiasShopifyShipBobSlackShopify Chargeback App
Industry Keywords
E-commerceConsumer Brand3PL PortalsCustomer CommunityUS Working Hours
About the role
Key responsibilities & impact- Respond to customer emails in Gorgias across both consumer 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, following up until resolution
- File chargeback claims through the Shopify chargeback app
- Use existing macros and SOPs for consistent responses
- Escalate unusual cases to the manager
- Coordinate with the manager and team over Slack
- Identify recurring issues and suggest process improvements to reduce ticket volume or response time
- Meet same-day response targets and a maximum two-business-day SLA during peak periods
Requirements
What you’ll need- 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
- Hands-on experience with Gorgias and Shopify preferred
- Familiarity with ShipBob or other 3PL portals preferred
- Experience supporting technical or warranty-backed products preferred
- Process-minded approach to documenting, simplifying and automating processes
- Patience with multi-step technical cases requiring ongoing follow-up
- Ability to work collaboratively in a relaxed, friendly customer community and small team
- Knowledge of Gorgias, Shopify, Shopify chargeback app, ShipBob and Slack
- Ability to meet same-day response target and maximum two-business-day SLA
Benefits
Comp & perks- 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