Customer Experience Agent

• Respond to customer inquiries via phone, chat, reviews, email, and platform-specific messaging
• Use approved canned responses and provide personalized support when needed
• Manage address, fraud, and operator holds according to SOPs
• Create, edit, and cancel orders where appropriate
• Respond to TikTok and Shopify inquiries about order status, shipping, and delivery
• Investigate and resolve lost, delayed, or incorrect order issues
• Escalate technical or complex issues to the Customer Support Lead
• Manage TikTok refund and return requests and maintain accurate records
• Respond to Amazon messages, reviews, and inquiries in compliance with customer service standards
• Monitor Amazon customer-service performance metrics
• Manage ShipHero shipment tracking, returns, and order holds
• Receive inbound calls, address customer concerns, and log call outcomes
• Identify recurring issues and suggest process or FAQ improvements
• Stay current on product knowledge, promotions, and policy changes
• Participate in team meetings, training sessions, and feedback loops

• Proven experience in a customer support or customer service role, ideally supporting e-commerce or DTC brands
• Hands-on experience using Gorgias as a CRM is required, including managing tickets, macros, tags, and workflows
• Demonstrated experience handling chat, email, and voice (phone) support in a fast-paced customer service environment
• Strong written and verbal communication skills with the ability to adapt tone across different support channels
• Experience supporting customers across platforms such as Amazon, TikTok Shop, Shopify, or similar e-commerce channels
• Proven ability to resolve customer complaints, order issues, refunds, and returns with empathy and professionalism
• Comfortable using canned responses while knowing when to personalize communication
• Strong attention to detail and accurate documentation of interactions, refunds, returns, and call outcomes
• Ability to investigate delayed, lost, or incorrect shipments and escalate appropriately
• Familiarity with customer service KPIs such as response time, resolution time, and customer satisfaction metrics
• Highly organized, dependable, and able to manage multiple customer inquiries simultaneously
• Willingness to work shifting schedules, including coverage across different time zones if required
• Comfortable using time-tracking tools and support systems to accurately log hours and customer interactions
• Proactive, solutions-oriented mindset with the ability to identify recurring issues and suggest process or FAQ improvements