Lead and develop a team of 3–4 Customer Support Agents, providing coaching, feedback, and day-to-day guidance
Own the escalations queue in Gorgias, working directly with customers and agents to diagnose complex issues and drive resolution quickly
Build, document, and continuously improve support SOPs and workflows across both Italist and HEWI
Oversee the configuration and day-to-day management of Gorgias, ensuring routing rules, macros, and automation are set up effectively and kept current
Use Shopify to support agents with order lookups, refund processing, and any post-purchase operational tasks across both stores
Monitor team performance and queue health; report on key metrics and surface trends to operations leadership
Collaborate with the wider ICG operations team on launches, promotions, platform changes, and anything else that touches the customer experience
Solve tickets as the rest of the CS team, but with lower KPIs according to your other responsibilities
Shopify
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About Inspiration Commerce Group
Inspiration Commerce Group (ICG) pioneers the e-commerce landscape by acquiring, expanding, and improving digital businesses. They focus on fashion, home, and lifestyle sectors, serving a global customer base with brands like Italist, Stylight, and HEWI. ICG has achieved over $2 billion in Gross Merchandise Volume across its portfolio. They are rapidly scaling, growing from $0 to over $100 million in revenue in just 18 months through six strategic acquisitions. This team of approximately 50 people operates across more than 15 countries, driving significant impact in each market they enter.
How We Work
You will join a remote-first team that values ownership and speed. They operate with a strong startup mindset, meaning you should be comfortable with ambiguity and actively building processes. This environment trusts team members to manage their own schedules, treating them as adults. Expect a flexible setup where your work directly influences the company's trajectory. You'll find a culture that encourages initiative and problem-solving, rather than waiting for direct instructions or extensive mentorship. This approach allows for significant personal impact and growth within the organization.
Engineering at Inspiration Commerce Group
Your work at ICG involves optimizing and integrating a diverse technology stack across multiple e-commerce businesses. They utilize Gorgias as a core customer support platform, alongside Shopify for seamless order management and post-purchase operations. The infrastructure also incorporates robust security with SSL by Default and LetsEncrypt, ensuring secure transactions across all platforms. Furthermore, ICG leverages WordPress with various plugins, Google Font API, and mobile-responsive technologies like Viewport Meta to deliver polished, user-friendly experiences. This setup presents interesting challenges in unifying disparate systems and enhancing performance across a growing portfolio.
Why Join Us
Shape something from the ground up across fast-growing luxury brands with genuine room for career advancement.
Gain direct exposure to senior leadership, influencing how functions are built and scaled.
Work in a fully remote, flexible environment, empowering you to manage your own schedule.
Make a visible impact within a small, agile team as the company undergoes rapid growth and expansion.
Benefits & Perks
Competitive compensation with performance-based incentives.
20 days of vacation per year.
Fully remote and flexible work environment.
Direct exposure to M&A and multi-company operations.