Customer Support Specialist – Non-Voice

📋 Description

• Oversee incoming customer inquiries through email and live chat utilizing Gorgias

• Assist customers in structured troubleshooting for hardware products

• Conduct warranty eligibility assessments, validate serial numbers, and manage replacement procedures

• Coordinate logistics updates including address confirmation and shipment management

• Review AI-assisted responses (Sienna AI), make adjustments as needed, and escalate complex issues

• Ensure clear and precise documentation within ticketing systems

• Work collaboratively with internal CX teams to enhance macros and workflows

• Identify recurring challenges and proactively highlight patterns for process enhancements

• Uphold quality and responsiveness during peak seasonal demands

⛳️ Requirements

• Minimum of 2 years of customer support experience, ideally in D2C or eCommerce sectors

• Practical experience with Gorgias (strongly preferred) or similar platforms such as Zendesk or Freshdesk

• Background in supporting hardware or technical consumer products

• Proficient written English with a clear, empathetic, and self-assured tone

• Capability to adhere to structured diagnostic and troubleshooting methods

• Exceptional attention to detail regarding warranty, replacements, and operational workflows

• Comfortable in AI-assisted support settings

• Quick learner through Knowledge Centers and live training sessions

• Composed and organized during high-pressure, high-volume situations

• Proactive approach focused on ongoing improvement

🏝️ Benefits

• Comprehensive training is provided for all candidates, regardless of their background or previous customer service experience.

• Health insurance is available for contractors.

• Monthly gym stipend to foster your physical well-being.

• Paid Time Off (PTO).

• Holiday Extra Pay Month.

• Work hours typically align with standard business hours in the US, with some flexibility based on client needs.

• This position is entirely remote.

• We prioritize our team members' mental health by offering mental health days to support their wellness.

• In addition to the base salary, performance-based incentives are available.

• An annual review and appraisal process is implemented.

• Numerous opportunities for professional growth and advancement exist within the company.