Customer Support Specialist (US Market)

About the role

The Customer Support Specialist will provide exceptional assistance to US‑based customers, handling inquiries, resolving issues, and ensuring a positive experience with our products and services. The role operates during US business hours and works closely with cross‑functional teams to continuously improve support quality.

Key responsibilities

• Respond to customer inquiries via email, chat, and phone with clear, professional communication.
• Use CRM and help‑desk tools such as Gorgias, Zendesk or Freshdesk to track and resolve tickets efficiently.
• Manage Shopify order processes, including refunds, edits, and fulfillment.
• Analyze support metrics to identify trends and drive improvements.
• Maintain up‑to‑date product knowledge to provide accurate information.
• Collaborate with other departments to address complex issues and contribute to product enhancements.
• Ensure compliance with US consumer expectations, return policies, and e‑commerce standards.
• Support post‑purchase communications using Klaviyo to boost engagement and retention.

Required profile

• 1‑3 years of experience in customer support, preferably with international or US‑based brands.
• Strong written and verbal communication skills tailored to the US market.
• Availability to work during US business hours.
• Team‑player attitude with a customer‑first mindset.

Required skills

• Shopify order management.
• Help‑desk platforms: Gorgias, Zendesk, Freshdesk.
• CRM software usage.
• Klaviyo for post‑purchase communications.