Customer Service Specialist – Shopify Stores, Prepaid Medicine

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Addressing customer inquiries through email and chat utilizing Shopify and Gorgias.

• Assisting customers with technical product inquiries regarding sizing, fit, and performance fabrics.

• Effectively resolving issues related to orders, returns, and exchanges with empathy.

• Keeping an organized inbox and achieving a Customer Satisfaction (CSAT) score of 90% or above.

• Analyzing customer feedback and providing insights to the product team.

• Investigating opportunities to leverage AI and automation tools to enhance support processes.

⛳️ Requirements

• Background in eCommerce customer service.

• Strong knowledge of Shopify (mandatory).

• Familiarity with Gorgias or comparable tools such as Zendesk or Intercom.

• Outstanding written English skills with a natural, conversational tone—avoiding robotic or scripted language.

• High emotional intelligence and the capability to de-escalate situations empathetically.

• A self-motivated individual who can manage between 30–80 tickets daily independently.

• Willingness to work a permanent weekend night shift in alignment with US time zones.

🏝️ Benefits

• 13th-month salary.

• Unemployment insurance.

• Interest on unemployment insurance.

• Health care services.

• Pension plan.

• Labor risk administration.

• 15 vacation days annually.

• 2 paid Family Days each year.

• 3 Paid Time Off (PTO) days per year.

• Paid birthday leave.

• Birthday cake.

• Private healthcare coverage with dental insurance for the employee and one dependent.

• Company-provided computer and internet allowance.

• Member Wellness Program.

• Welcome gift pack along with social activities.

• Year-end meeting and Christmas hamper.

• Gifts for milestones and anniversaries.