Customer Experience & Community Support Specialist
New
USA, US time zone, Monday to Friday (8 hours per day)Full-TimeSenior
SalaryCompetitive pay, always in US dollars
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Job Details
- Languages
- Professional fluency in English
- Experience
- 3+ years in DTC customer support
- Required Skills
- ShopifyContent managementCustomer supportZendeskNotion
Requirements
- Bachelor’s degree in a relevant field.
- 3+ years in DTC customer support (ideally with a Shopify-based brand).
- Advanced proficiency with CX platforms (Gorgias, Zendesk, etc.) and AI-driven support tools.
- Experience with community management and social moderation.
- Strong writing skills with an ability to mirror brand voice across platforms.
- Comfort with content management tools (Google Drive, Airtable, Notion, or DAM systems).
- Professional fluency in English with excellent written, reading, and speaking skills.
- Access to a laptop/desktop with reliable and fast Internet connection.
- Ability to work in US time zone, Monday to Friday (8 hours per day).
- Previous experience working the overnight shift.
Responsibilities
- Own day-to-day customer service across email, chat, social DMs, and product comments using Gorgias, Zendesk, or similar platforms.
- Leverage AI tools, automations, macros, and helpdesk integrations to drive fast, helpful responses.
- Track and report on CX KPIs such as response time, ticket volume, and CSAT.
- Respond to comments and questions on social platforms like Instagram and TikTok in real time.
- Tag and archive a library of 2,000+ media assets by product, theme, usage rights, format, and creator.
- Collaborate with marketing and creative teams to align on tagging structure and content filters.
- Capture and relay customer insights and trends to Marketing, Product, and Ops teams.
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