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Full-Time Customer Support Rep (Shopify + Gorgias) – 40 hrs/week - Contract to Hire
Upwork • , US • Remote
Posted on: 1st March, 2025
Employment Type: CONTRACTOR
Job Description
We are an eCommerce brand seeking a highly organized, detail-oriented Customer Support Representative to join our team 40 hours per week. You will be the first point of contact for our customers, guiding them through inquiries on orders, replacements, product details, and more. Our support involves a multi-step process that must be followed precisely (e.g., requesting images for replacements, coordinating with suppliers, tracking shipments, updating the customer, etc.). We need someone who never drops the ball, even when juggling multiple tasks and incoming tickets.
Key Responsibilities
• Respond to Customer Inquiries via Gorgias and Shopify (refunds, replacements, product questions, tracking).
• Coordinate with Suppliers via Gmail (providing images, order details, and approvals).
• Update Google Sheets accurately to track order status, replacements, returns, etc.
• Follow Detailed Processes: carefully execute each step in our procedures, ensuring no step is missed.
• Manage Multiple Tickets at once without losing track or forgetting to close any loops.
Tools & Skills Required
• Shopify (basic admin functions, order lookups, refunds)
• Gorgias CRM (ticket management)
• Gmail (email suppliers, handle escalations)
• Google Sheets (track orders, create logs, keep everything updated)
• Excellent Written & Spoken English
• Strong Organizational Skills: must document tasks daily and follow up on all open issues
• Willingness to Ask Questions: if unsure about a step, seek clarification before guessing
Schedule & Compensation
• 40 hours per week (please confirm your availability).
• We aim for a monthly net pay of ~60,000 PHP ($1,035). After Upwork fees, that works out to $7.20/hour (approximately).
What We’re Looking For
• Previous experience handling at least 50 tickets/day o more.
• Ability to multitask and keep track of ongoing tasks simultaneously.
• A self-starter who is honest, a fast learner, and can handle a high-volume support role.
Application Instructions
1. Please answer the questions below (the Upwork application questions).
2. If shortlisted, we’ll invite you to complete a short Google questionnaire (including sample email replies and a short Google Sheets exercise).
3. Successful candidates will then move to a final interview (video/audio call).
We look forward to your application!
Key Responsibilities
• Respond to Customer Inquiries via Gorgias and Shopify (refunds, replacements, product questions, tracking).
• Coordinate with Suppliers via Gmail (providing images, order details, and approvals).
• Update Google Sheets accurately to track order status, replacements, returns, etc.
• Follow Detailed Processes: carefully execute each step in our procedures, ensuring no step is missed.
• Manage Multiple Tickets at once without losing track or forgetting to close any loops.
Tools & Skills Required
• Shopify (basic admin functions, order lookups, refunds)
• Gorgias CRM (ticket management)
• Gmail (email suppliers, handle escalations)
• Google Sheets (track orders, create logs, keep everything updated)
• Excellent Written & Spoken English
• Strong Organizational Skills: must document tasks daily and follow up on all open issues
• Willingness to Ask Questions: if unsure about a step, seek clarification before guessing
Schedule & Compensation
• 40 hours per week (please confirm your availability).
• We aim for a monthly net pay of ~60,000 PHP ($1,035). After Upwork fees, that works out to $7.20/hour (approximately).
What We’re Looking For
• Previous experience handling at least 50 tickets/day o more.
• Ability to multitask and keep track of ongoing tasks simultaneously.
• A self-starter who is honest, a fast learner, and can handle a high-volume support role.
Application Instructions
1. Please answer the questions below (the Upwork application questions).
2. If shortlisted, we’ll invite you to complete a short Google questionnaire (including sample email replies and a short Google Sheets exercise).
3. Successful candidates will then move to a final interview (video/audio call).
We look forward to your application!
Responsibilities
- You will be the first point of contact for our customers, guiding them through inquiries on orders, replacements, product details, and more
- Our support involves a multi-step process that must be followed precisely (e.g., requesting images for replacements, coordinating with suppliers, tracking shipments, updating the customer, etc.). We need someone who never drops the ball, even when juggling multiple tasks and incoming tickets
- Respond to Customer Inquiries via Gorgias and Shopify (refunds, replacements, product questions, tracking)
- Coordinate with Suppliers via Gmail (providing images, order details, and approvals)
- Update Google Sheets accurately to track order status, replacements, returns, etc
- Follow Detailed Processes: carefully execute each step in our procedures, ensuring no step is missed
- Manage Multiple Tickets at once without losing track or forgetting to close any loops
- Shopify (basic admin functions, order lookups, refunds)
- Gorgias CRM (ticket management)
- Gmail (email suppliers, handle escalations)
Requirements
- Google Sheets (track orders, create logs, keep everything updated)
- Excellent Written & Spoken English
- Strong Organizational Skills: must document tasks daily and follow up on all open issues
- Willingness to Ask Questions: if unsure about a step, seek clarification before guessing
- Previous experience handling at least 50 tickets/day
- more
- Ability to multitask and keep track of ongoing tasks simultaneously
- A self-starter who is honest, a fast learner, and can handle a high-volume support role
Upwork
Technology
Job Type
CONTRACTOR
Benefits
- Schedule & Compensation
- 40 hours per week (please confirm your availability)
- We aim for a monthly net pay of ~60,000 PHP ($1,035)
- After Upwork fees, that works out to $7.20/hour (approximately)
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