Customer Support Agent

Job Description

This is a remote position.

Job Title : Customer Support Agent (Full-Time)

Location : Remote

Schedule : 5 Days a Week | 8 Hours per Day

About Us :

We are a fast-growing book publishing company dedicated to delivering exceptional literary experiences and top-tier customer satisfaction. We value smart, proactive team members who take ownership and drive solutions.

Role Overview :

We’re seeking a sharp, proactive, and reliable Customer Support Agent to join our team. This role is ideal for someone who not only excels in providing top-tier customer service but also thinks critically, spots issues before they escalate, and takes initiative to find solutions. You’ll be supporting customers across our online platforms including our website, Amazon, and Shopify store.

Key Responsibilities :

• Respond to customer inquiries via email, chat, and support systems (primarily through Gorgias).
• Handle order-related issues, refunds, shipping delays, and product queries with professionalism and urgency.
• Identify patterns in customer feedback and suggest process or content improvements.
• Escalate complex issues when needed but aim to resolve the majority independently.
• Maintain organized records of customer interactions in Gorgias and other systems.
• Coordinate with internal teams to streamline support processes and enhance the customer experience.

Requirements :

Schedule & Compensation :

Requirements

Customer Service, Customer Support, Email Support, Chat Support, Gorgias, E-commerce, Publishing, Shopify, Amazon Seller Central, Zendesk, English, Verbal Communication, Written Communication, Problem-Solving Ability, Tech-savvy, Active Listening, Product Knowledge, Attention to Detail