Customer Service Representative

Role: Customer Support Specialist (E-commerce)
Sourcing Location: South Africa or Latin America (Remote)
Working Hours: 9:00 AM 5:00 PM U.S. Eastern Time(might shift to be somewhat after hours)
Salary: USD per month commensurate with experience and qualifications.

The company is a rapidly growing e-commerce brand that is focused on delivering an outstanding customer experience across multiple online sales channels. As the company continues to scale they are investing in building a more structured and efficient customer support function. They are looking for someone who can take ownership of customer support while helping improve processes and build a scalable support operation.

The company is seeking a proactive Customer Support Specialist with a strong background in e-commerce customer service. This role will primarily support customers through chat and email only (no phone calls) using Gorgias TikTok Shop and other customer support channels.

Were looking beyond someone who simply responds to tickets; they need someone who can contribute to organizing and improving their customer support function by identifying better processes creating structure and helping the business scale its customer experience.

This is an excellent opportunity for someone who enjoys both customer interaction and operational improvement within a fast-paced e-commerce environment.


Key Responsibilities:

• Manage customer support via chat and email (no voice support)
• Respond to customer inquiries through Gorgias TikTok Shop and other support channels
• Resolve order issues shipping questions returns refunds and product defect claims
• Handle affiliate-related customer inquiries
• Deliver professional empathetic and solution-oriented customer support
• Escalate complex issues when appropriate while maintaining ownership of customer communication
• Identify recurring issues and recommend improvements to customer support processes
• Assist with building and documenting customer service workflows and SOPs
• Collaborate with internal teams to ensure timely issue resolution
• Maintain accurate records within the customer support platform

• 25 years of experience in customer support within an e-commerce business
• Previous experience using Gorgias (highly preferred) or similar customer support platforms such as Zendesk Freshdesk Help Scout or Intercom
• Experience supporting customers via chat and email
• Strong written English communication skills
• Excellent problem-solving and conflict-resolution abilities
• Highly organized with strong attention to detail
• Comfortable working independently in a remote startup environment
• Ability to think beyond ticket handling and proactively improve processes
• Experience documenting workflows or creating SOPs is highly advantageous

• Experience with TikTok Shop customer support
• Shopify experience
• Understanding of order fulfillment shipping returns refunds and product defect processes
• Experience supporting affiliate or influencer programs
• Comfortable using AI tools to improve productivity and written communication

The ideal candidate is someone who has already worked in a growing e-commerce business and understands the pace that comes with scaling operations. They should be confident handling customer support independently while also identifying opportunities to improve workflows and build better systems.

This is not a transactional customer service rolethe client wants someone who can contribute strategically to the evolution of their customer support function.