Note: The job is a remote job and is open to candidates in USA. More Staffing LLC is a growing DTC ecommerce brand seeking a proactive Ecommerce Customer Support & Operations Specialist. This role involves managing customer inquiries, improving customer service operations, and overseeing the workflow for custom tattoo orders while collaborating closely with the founders and operational teams.
Responsibilities
- Respond promptly and professionally to customer inquiries across email, social media, and other support channels through Gorgias
- Assist customers with order status, shipping updates, returns, exchanges, custom tattoo orders, product questions, and general support
- Resolve customer concerns with empathy while maintaining a high-quality customer experience
- Escalate complex customer issues when necessary
- Maintain high customer satisfaction through timely, accurate, and professional communication
- Utilize Gorgias macros, templates, automations, and workflows efficiently
- Identify recurring customer issues and recommend improvements to support processes
- Help improve SOPs, macros, knowledge base articles, and customer support documentation
- Continuously improve response quality, operational efficiency, and customer experience
- Support ongoing optimization of customer support workflows using Gorgias and ClickUp
- Manage the operational workflow for custom tattoo orders using ClickUp
- Track each custom tattoo project through every stage of production
- Coordinate with internal stakeholders to ensure projects move forward on schedule
- Monitor workflow progress and proactively resolve operational bottlenecks
- Ensure customers receive timely automated and manual updates throughout the custom order process
- Maintain accurate project records and operational documentation
- Coordinate with the internal packing and fulfillment team through Slack
- Communicate order changes, fulfillment updates, and customer requests
- Ensure order-related issues are resolved quickly and accurately
- Maintain visibility across outstanding customer cases until resolution
- Coordinate with operations to ensure custom orders and standard orders are fulfilled accurately
- Maintain organized customer records, operational documentation, and workflow trackers
- Track recurring issues and communicate operational risks to the founders
- Support implementation and continuous improvement of ClickUp workflows and operational systems
- Assist with additional operational and administrative tasks during lower support volume
- Identify opportunities to improve efficiency across customer support and operational processes
Skills
- 2+ years of ecommerce customer support experience
- Experience supporting DTC ecommerce brands
- Experience using Gorgias or similar helpdesk platforms (Zendesk, Reamaze, Freshdesk, Help Scout, etc.)
- Experience supporting Shopify or other ecommerce platforms
- Strong written English communication skills
- Experience handling order issues, shipping inquiries, returns, exchanges, customer escalations, and order management workflows
- Experience creating or improving customer support workflows, macros, SOPs, knowledge base documentation, or operational processes
- Experience optimizing Gorgias workflows, automations, or macros
- Experience working in small founder-led businesses
- Strong operational mindset with the ability to quickly learn new software and workflow management systems
- Strong organizational skills with exceptional attention to detail
- Ability to work independently with minimal supervision
- Comfortable coordinating with warehouse, fulfillment, and operations teams
- Experience using Slack or similar internal communication tools
- Strong problem-solving skills with a proactive approach to improving processes
- Experience using ClickUp or similar project management and workflow management platforms
- Experience using AI tools such as ChatGPT or Claude to improve customer support workflows
- Experience supporting inventory, operations, or supply chain-related customer inquiries
Company Overview