Customer Support Specialist

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: TYPE OF WORK

Full Time

: SALARY

500$

: HOURS PER WEEK

50

: DATE UPDATED

Aug 29, 2026

JOB OVERVIEW

Are YOU an experienced Customer Support Specialist?

Do you know how to manage a high volume of customer conversations across social media while staying fast, accurate, organized, and customer-focused?

Are you highly experienced with Gorgias and comfortable working in a performance-driven environment with clear KPIs?

If you answered an enthusiastic “YES”, then KEEP READING.

We are Renovae, a fast-growing skincare e-commerce brand based in Europe. We’re looking for a full-time Customer Support Specialist to join our team and manage our day-to-day customer communication across Instagram, Facebook, and TikTok, all centrally managed through Gorgias.

This is a highly operational role. You will interact directly with our customers every day, answering questions, resolving issues, responding to comments and messages, and making sure every interaction reflects the quality of our brand.

You will work under a Customer Support Manager who will monitor your performance, provide guidance, and track the daily, weekly, and monthly KPIs associated with your role.

We need someone to take responsibility for:

Managing customer conversations through Gorgias across Instagram, Facebook, and TikTok.
Responding to customer DMs, comments, questions, requests, and support issues quickly and professionally.
Handling a high daily volume of conversations while maintaining a consistently high quality of service.
Helping customers with product questions, orders, shipping updates, delivery issues, returns, refunds, and general requests.
Making sure no customer conversation, comment, or request is left unanswered.
Following internal SOPs and customer support guidelines.
Escalating complex cases to your manager when necessary.
Keeping conversations organized and correctly managed inside Gorgias.
Meeting clearly defined daily, weekly, and monthly KPIs, including response time, productivity, resolution quality, and customer satisfaction.
Working closely with your manager to continuously improve our customer experience.

Position Requirements:

Strong previous experience using Gorgias is MANDATORY. If you have never worked extensively with Gorgias, please do not apply.
Previous experience in Customer Support for an e-commerce or DTC brand.
Experience managing customer support through Instagram, Facebook, and other social media platforms.
Ability to handle a high volume of conversations without sacrificing attention to detail or response quality.
Excellent written communication skills.
Strong organizational skills and attention to detail.
Ability to follow SOPs, processes, and brand guidelines consistently.
Comfortable working with KPIs, targets, and performance monitoring.
Fast, reliable, and able to prioritize customer issues effectively.
Strong problem-solving mindset. We want someone who actively looks for solutions rather than simply forwarding problems.
Ability to take ownership of customer cases from start to resolution.
Proficient in English, as this is our main internal working language.
Ability to work effectively as part of a remote team and communicate regularly with your manager.
Proactive attitude and willingness to continuously learn and improve.

What we offer:

Full-time, 100% remote position.
Competitive compensation with room to grow based on performance, responsibility, and the value you bring to the company.
Clear expectations, processes, and measurable KPIs.
Direct support and guidance from a Customer Support Manager.
Opportunity to grow within the Customer Experience department as the company continues to scale.
A fast-moving environment where strong performers are given more responsibility and opportunities.
A company culture built on Transparency, Speed, Continuous Improvement, Independent Thinking, Responsibility, and Collaboration.

This is your chance to become part of a brand that is scaling fast in the beauty space and help us deliver an outstanding experience to thousands of customers.

We’re looking for someone who is fast, reliable, organized, solution-oriented, and comfortable being held accountable for their results.

If you already know Gorgias inside and out, enjoy interacting with customers, and thrive in a performance-driven environment, we’d love to hear from you.

IMPORTANT: At the beginning of your application, write the word “GORGIAS” and briefly explain how you have used Gorgias in your previous roles. Applications without this will not be considered.

Apply now, let’s build an exceptional customer experience together.

SKILL REQUIREMENT

Ecommerce Customer Service Gorgias

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Customer Support Specialist

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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