Senior Customer Support Agent – E-commerce

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

📋 Description

• **The Role**

• **Senior Customer Support Agent for E-commerce**

• We are looking for a Senior Customer Support Agent who recognizes that exceptional support fosters unforgettable experiences, rather than merely addressing issues. This position demands a high-touch, white-glove customer experience (CX) approach, requiring independence in customer interactions rather than simple ticket management.

• **What You'll Do**

• *Customer Support*

- Respond to inquiries through Gorgias → Richpanel (chat & email) as well as **Instagram/TikTok DMs** (essential)

- Manage order processes, tracking, modifications, and cancellations

- Oversee returns, exchanges, and refunds with professionalism

- Offer product guidance and tailored recommendations

- Address shipping issues and collaborate with logistics partners

• *Customer Experience*

- Transform challenging situations into positive outcomes through empathetic problem-solving

- Uphold our premium brand tone across all communications

- Record feedback and pinpoint patterns for enhancement

- Confidently manage escalations and high-value/VIP customers

⛳️ Requirements

• **Required Qualifications**

- **E-commerce experience is essential for this position**

- **Outstanding written English** with the ability to sustain a sophisticated brand voice

- Familiarity with customer support platforms (**Gorgias is essential**; Zendesk or similar experience is a plus)

- Proficient with e-commerce platforms (**Shopify is required**)

- Comfortable handling **phone calls, emails, and chats**.

- Self-driven, detail-oriented, and capable of working independently

- Patient, empathetic, and genuinely enjoys assisting others

- **Experienced in managing Instagram & TikTok DMs** as a primary responsibility

• **Success Metrics**

- Quick response times and effective resolutions

- Consistently high ratings for customer satisfaction

- Premium brand voice consistently maintained across all channels

- Proactively identifying opportunities for experience improvements

- Confidently managing VIP and escalated scenarios

🏝️ Benefits

• - Remote working opportunity for a US-based company

• - Exposure to cutting-edge technology and trends

• - Competitive salary