Customer Support Agent — DTC E-Commerce

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TYPE OF WORK

Any

SALARY

800-1500

HOURS PER WEEK

40

DATE UPDATED

Sep 19, 2026

JOB OVERVIEW

We’re looking for an experienced Customer Support Agent to take ownership of our customer support process and lead a high-performing CS team.

This is not an entry-level support role. We need someone sharp, reliable, confident in spoken English, and experienced managing agents in a fast-paced DTC/e-commerce environment.

WHAT YOU’LL DO

Lead and manage a Customer Support team
Oversee high-volume support operations and team KPIs
Ensure agents consistently hit ticket and quality targets
Handle escalations, refunds, cancellations, returns, and complex customer issues
Manage PayPal/Stripe disputes and chargebacks
Work closely with Operations, Fulfillment, and Founders
Improve CS workflows, SOPs, macros, and processes
Support a fast handover from our current CS Manager

MUST-HAVES

Proven CS leadership experience in DTC E-Commerce
Experience directly managing a team of support agents
Excellent spoken and written English
Gorgias Experience REQUIRED

HOW TO APPLY — LOOM REQUIRED

Send a Loom video answering:

What DTC/e-commerce brands have you worked for?
What CS leadership roles have you held, and for how long?
How many agents did you directly manage?
What were your responsibilities as the CS Manager/Team Lead?
What was your team’s daily ticket volume, and how many tickets did you personally handle?
Describe your Gorgias experience — tags, macros, workflows, reporting, etc.
Describe your Shopify experience — orders, refunds, cancellations, customer profiles, etc.
What experience do you have handling PayPal/Stripe disputes and chargebacks?
How did you track team performance and KPIs?
Are you available full-time, including weekends?
When can you start?
What is your hourly rate in USD?

Applications without a Loom will not be reviewed.

SKILL REQUIREMENT
Shopify Customer Service Gorgias
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