Job Description
We are currently looking for a Customer Supporrt Specialist with experience in e-commerce for one of our trusted partners specializing in producing/selling hydrogen tablet products for water/bath use. Support requires strong comprehension to handle science- and product‑nuanced inquiries, not just standard retail tickets
Role Overview You will own customer communications across email and chat, resolve order and product inquiries, and elevate the customer experience through clear, empathetic, and accurate support. The ideal candidate combines excellent English comprehension with ecommerce tooling experience (ideally Gorgias) and can grow into a lead role focused on reporting, workflow optimization, and quality
Responsibilities - Handle daily customer inquiries (email/chat) on orders, subscriptions, chargebacks, product usage, and returns/exchanges with high accuracy and empathy
- Investigate and resolve complex tickets requiring product/science understanding; translate technical details into clear, customer‑friendly language
- Maintain SLAs for first response, resolution time, and CSAT; proactively follow up on pending cases and escalations
- Use help desk tools to triage, tag, and route tickets; maintain clean views, macros, and templates; support platform transition (Zendesk to Gorgias)
- Document recurring issues, update internal FAQs/macros, and surface insights to product/ops for continuous improvemet
- Fraud/chargeback support: collect evidence, prepare responses, and coordinate with payments/ops teams
- Lead-track duties (for senior hires or as you grow):
- Build dashboards/reports (volume, SLAs, CSAT, top drivers), refine queue views, and monitor quality
- Coach future team members; help onboard and standardize best practices and QA rubrics
Qualifications - Excellent English comprehension and written clarity; ability to simplify technical/supplement science concepts for customers
- 2+ years in ecommerce customer support (DTC or marketplace); strong ticket ownership and follow‑through
- Helpdesk experience: Gorgias preferred; Zendesk or similar acceptable with willingness to transition (skills are transferable)
- Familiarity with ecommerce platforms/workflows (orders, subscriptions, fulfillment, returns, chargebacks).
- Data-driven mindset; comfort with reporting, tagging taxonomies, and root-cause analysis
- High integrity, sound judgment, and calmness under pressure; proactive communicator who anticipates customer needs.
Nice to Have - Experience with Gorgias advanced features (rules, views, reporting), chargeback tooling, and automation/macros
- Background in wellness/health or supplements; comfort with product/science inquiriesSpanish proficiency (South/Central America) or other languages to support broader customer base
Work Hours - Align with Americas time zones; occasional flexibility for peak periods, holidays, and launches
Success Metrics - SLA attainment (first response, full resolution)
- CSAT/NPS and quality audit scores
- First‑contact resolution rate; reduction in repeat contacts
- Ticket hygiene (accurate tagging, notes, and documentation)
For leads: reporting cadence, workflow improvements, and coaching impact
