Customer Support for DTC Company (US-Based, Remote)

Excellent written and verbal communication skills Strong problem-solving abilities Ability to work independently in a fast-paced environment Highly organized with strong attention to detail Comfortable navigating multiple tools and platforms (e.g., Gorgias, Zendesk, Shopify, Slack) Demonstrated ability to hit KPIs, including ticket volume, CSAT, and response/resolution times Empathetic and customer-focused with a strong desire to create memorable customer experiences Ability to receive and incorporate feedback in a professional manner Ability to work in PST business hours

Handle and resolve up to 140 tickets daily across all contact types Deliver a high standard of service, maintaining a minimum 90% CSAT Follow internal support guidelines, macros, and escalation procedures Maintain accurate, detailed, and timely documentation of all customer interactions Uphold and model all rules of conduct and team values Participate in ongoing training sessions and provide feedback on ways to improve customer support workflows