CS Rep/Manager needed for Ecommerce Dropship Supplement BrandFreelanceJobs • Canada
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CS Rep/Manager needed for Ecommerce Dropship Supplement Brand
FreelanceJobs
- Canada
- Canada
À propos
We're a fast-growing DTC supplement brand in the cardiovascular health space, selling premium aged garlic extract backed by clinical research. We operate primarily through Shopify, run Facebook ads at scale, and ship internationally. We're looking for an experienced customer service professional to own our entire CS operation — from setting up systems to handling daily tickets to reporting on performance.
This is not a "reply to emails" role. You'll be building our customer service infrastructure from scratch and maintaining it as we scale.
What You'll Do
- Set up and manage Gorgias as our primary helpdesk (rules, automations, macros, tags, ticket routing)
- Handle all inbound customer inquiries across email, chat, and social media
- Create and maintain a library of response templates for common issues (subscription management, shipping questions, refund requests, product inquiries)
- Build weekly/monthly CS performance reports: first response time, resolution time, ticket volume, CSAT, common issue categories
- Manage subscription-related tickets (cancellations, pauses, modifications) with a retention-first mindset
- Handle refund and return requests per our company policy
- Escalate product or technical issues that require attention
- Use AI tools (Claude, ChatGPT) to draft responses faster and improve template quality
- Proactively identify recurring customer pain points and flag them for the team so we can fix root causes
Requirements
Must-haves:
- 1-2+ years experience as a CS representative or CS manager in e-commerce/DTC
- Hands-on experience with Gorgias (setup, configuration, macros, rules, automations — not just answering tickets)
- Experience creating email/chat response templates from scratch
- Experience building CS reports and tracking KPIs (response time, resolution time, ticket volume, satisfaction scores)
- Previous experience with dropshipping or DTC stores that ship internationally
- Comfortable using AI tools like Claude or ChatGPT to work more efficiently
- Excellent written English — professional, empathetic, clear
- Available to respond to tickets within reasonable hours (our customers are primarily in the US, UK, EU, and Australia)
Nice-to-haves:
- Experience with Shopify
- Experience in the health/supplement/wellness space
- Familiarity with subscription management (Loop, Skio, or similar)
- Experience with chargeback prevention and dispute handling
What We're Looking For in a Person
- Self-starter who doesn't need to be told what to do every day
- Someone who sees a recurring complaint and thinks "how do I prevent this" not just "how do I answer this"
- Organized — you document everything, label everything, and can pull up any metric we ask for
- Empathetic with customers but firm when needed (our audience is 55-70 year old men who sometimes need patient, clear explanations)
- Honest — if something is broken or a customer has a valid complaint, you tell us straight
Details
- Type: Contract / Part-time to start, with potential to grow to full-time as volume increases
- Hours: 8-25 hours/week initially (will grow as we scale)
- Compensation: Competitive, based on experience — share your rate in your application
- Location: Remote (any timezone, but must have overlap with EU/US business hours)
- Start: ASAP
How to Apply
Please include in your application:
- A brief summary of your CS experience in e-commerce (which brands, what volume of tickets, which tools)
- Your specific experience with Gorgias — what did you set up, what automations did you build?
- An example of a CS report or KPI dashboard you've created (screenshot or description is fine)
- Your availability and hourly rate
- A short note on how you use AI tools in your CS workflow
Do not send a generic cover letter. Applications that don't address the 5 points above will not be reviewed.
Contract duration of more than 6 months. with 40 hours per week.
Mandatory skills: Customer Support, Customer Satisfaction, Customer Service, Email Support, Order Tracking
Compétences linguistiques
- English
Avis aux utilisateurs
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