Customer Service Specialist – Shopify (Remote)

About the role

We are looking for a Customer Service Specialist to join a fast‑growing cycling apparel brand. The role is fully remote, supporting riders worldwide through email and chat, and is part of a small founder‑led team where customer experience is integral to the product.

Key responsibilities

• Respond to customer inquiries via email and chat using Shopify and Gorgias.
• Assist customers with technical product questions, including sizing, fit, and performance fabrics.
• Resolve order issues, returns, and exchanges with empathy and efficiency.
• Maintain a clean inbox and achieve a CSAT score of 90% or higher.
• Review customer feedback and provide insights to the product team.
• Explore AI and automation tools to improve support workflows.

Required profile

• Experience in eCommerce customer service.
• Strong written English with a natural, conversational tone.
• High emotional intelligence and ability to de‑escalate situations.
• Self‑starter capable of handling 30–80 tickets per day independently.
• Willingness to work a permanent weekend night shift aligned with US time zones.

Required skills

• Shopify (required).
• Gorgias or similar help‑desk tools such as Zendesk or Intercom.
• Familiarity with Loop Returns or ShipHero is a plus.

What we offer

• Indefinite contract with full Colombian government benefits (13th‑month salary, health care, pension, vacation, etc.).
• Paid family days, PTO, birthday leave, and private healthcare with dental coverage for one dependent.
• Computer and internet allowance, wellness program, welcome gift pack, and social activities.
• Year‑end meeting, Christmas hamper, and milestone anniversary gifts.