We're hiring a customer service agent to handle incoming tickets across our Ecommerce pet brand. You'll reply to customer questions, troubleshoot product issues, process returns and refunds, and help us spot recurring patterns so we can fix them at the root.
Shifts
54 hours per week across 6 days (one day off). Specific shift times will be confirmed at offer stage based on coverage needs and your availability.
What you'll do
- Reply to customer emails and chat in Gorgias — keep response times tight and tone on-brand
- Handle order issues: tracking, refunds, returns, replacements, address changes
- Troubleshoot product questions for our product range.
- Flag recurring issues so we can fix them upstream
Requirements
- 2+ years hands-on experience with Gorgias — this is essential, please don't apply without it
- Strong written English — clear, friendly, professional
- Experience supporting Shopify-based e-commerce brands
- Comfortable working independently and managing your own queue
- Reliable internet, backup power, quiet workspace
- Flexible availability across weekdays and weekends
Nice to have
- Experience with Klaviyo flows, Loox reviews, or Triple Whale
- Background supporting pet products or health supplements
- Familiarity with UK and US customer expectations