Ecommerce Customer Support Specialist – Gorgias, Zendesk

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

📋 Description

• Oversee high-touch, multi-channel customer inquiries through Email, Live Chat, and Social Care across both direct-to-consumer and retail/stockist channels.

• Manage the Gorgias CX platform by creating macros, tags, routing rules, and automations.

• Monitor SLA and CSAT metrics.

• Train and enhance Gorgias AI Agent and AI Shopping Assistant tools to boost self-service accuracy and decrease repeat ticket volumes.

• Address complex ecommerce order, return, and logistics inquiries in partnership with warehouse, 3PL, and internal teams.

• Evaluate customer feedback, trends, and ticket data to deliver actionable insights to Ecommerce, Marketing, and Operations departments.

• Conduct proactive outreach to VIP customers and brand advocates to foster retention and enhance customer lifetime value.

• Report directly to the Australia-based Head of Ecommerce as a member of the Marketing & CX team.

⛳️ Requirements

• 2 to 4+ years of experience in Ecommerce Customer Experience, Digital Helpdesk, or Omnichannel Customer Support.

• Strong hands-on proficiency with Gorgias or similar platforms such as Zendesk or Salesforce Service Cloud.

• Solid experience in managing orders, customer accounts, and inquiries within the Shopify ecosystem.

• Proven ability to handle live chat, ticketing systems, and social care channels simultaneously.

• Clear, warm, and empathetic written communication skills in English.

• Strong analytical and problem-solving abilities.

• Experience with NetSuite ERP for order fulfillment or Klaviyo CRM for email/SMS subscription data is an advantage.

• Direct experience in training AI-assisted customer support tools or managing Knowledge Base/Help Center content is a plus.

• Background in Beauty, Haircare, Personal Care, or Retail Consumer Goods (FMCG) industries is a plus.

• Must be a Philippine citizen.

• Applications should be submitted in English.

🏝️ Benefits

• HMO healthcare coverage for you and one dependent (including COVID insurance).

• 20 combined Sick Leave/Vacation Leave days per year, accruing from day one (10 days accrued upon passing regularization).

• 13th-month bonus.

• Benefits mandated by the government.

• Equipment will be provided.

• Internet allowance.

• Opportunity to work in one of our offices located in Manila.

• Member Wellness Program.

• Paid birthday leave along with a birthday treat.

• Welcome gift packs.

• Work anniversary gifts.

• Year-End Party and Christmas hamper.