Customer Service Agent — Call & Chat

APPLY HERE: https://forms.gle/1jU1LqQudt5CHjEf6

**Start Date:** Immediate

**About the Role**

We're hiring dedicated customer service agents to handle inbound calls and live chat for an established eCommerce brand. You'll be the first point of contact for customers — answering questions, resolving issues, processing order-related requests, and delivering a consistently positive experience across every interaction.

This is a full-time, long-term position for reliable agents who take ownership of their queue and want to grow with the account.

• Respond to customer inquiries via phone and live chat during the assigned shift
• Resolve order issues including tracking, returns, exchanges, refunds, and product questions
• Maintain accurate records of all interactions in the CRM
• Meet response time, resolution, and CSAT targets
• Escalate complex cases to the appropriate team when needed
• Follow brand voice and SOPs consistently across channels

• Gorgias experience strongly preferred (or equivalent customer service CRM such as Zendesk, Freshdesk, Kustomer, or Re:amaze)
• Prior experience handling both voice and chat support
• Excellent written and spoken English — clear, professional, and empathetic
• Reliable high-speed internet, a quiet work environment, noise-cancelling headset, and a backup power/internet solution
• Ability to work the full 10 AM – 7 PM EST shift, Monday through Friday
• Strong multitasking skills and attention to detail
• Available to start immediately

• eCommerce or DTC brand experience (Shopify familiarity a plus)
• Experience with macros, tagging, and ticket automation in Gorgias
• Background handling high-volume queues

• Consistent full-time hours
• Long-term, stable placement
• Clear SOPs, training, and supportive team leads
• Opportunity for performance-based rate increases and expanded responsibilities