Customer Support Specialist – Non-Voice

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

📋 Description

• Address customer inquiries via email, live chat, SMS, and comments or DMs on social media.

• Oversee more than 100 customer interactions daily while ensuring quality and professionalism.

• Deliver warm, empathetic, and personalized assistance that aligns with the brand's voice.

• Address customer questions, concerns, complaints, and follow-ups with patience and professionalism.

• Efficiently manage multiple conversations and support channels.

• Precisely document customer interactions and update relevant details within the support platform.

• Recognize recurring customer issues and escalate more complex cases when necessary.

• Maintain consistent response times and service quality, even during peak periods.

• Adhere to established customer service protocols, policies, and escalation procedures.

⛳️ Requirements

• Prior customer service experience in a high-volume setting.

• Direct experience with Gorgias is essential.

• Strongly preferred is experience managing over 100 tickets/interactions daily across various channels.

• Background in supporting customers through email, live chat, SMS, and/or social media.

• Exceptional written communication skills and meticulous attention to detail.

• Naturally warm, friendly, empathetic, and customer-oriented.

• Ability to communicate professionally while maintaining a human and conversational tone.

• Strong problem-solving abilities and sound judgment when addressing customer issues.

• Highly dependable with a strong attendance record and adherence to schedule.

• Comfortable working independently and consistently maintaining performance without extensive oversight.

• Capable of working efficiently in a fast-paced, high-volume environment.

• Available and willing to work Wednesday–Sunday, from 11:00 AM–7:30 PM PDT.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Flexible working hours with opportunities for remote work.

• Comprehensive training and ongoing professional development.

• A supportive and inclusive work environment.

• Health, dental, and vision insurance options.

• Opportunities for career advancement within the company.