Technical Customer Service Representative – Remote

About the role

We are seeking a senior‑level Technical Customer Service Representative to provide end‑to‑end support for e‑commerce brands. The role is fully remote and involves handling tickets via email, live chat, and data analysis while maintaining high quality standards.

Key responsibilities

• Provide technical support and troubleshooting across email, live chat, and data analysis.
• Own ticket resolution from start to finish with urgency and accountability.
• Monitor and clear daily backlogs to ensure timely inquiry resolution.
• Deliver clear, quality‑focused responses that drive customer success.
• Escalate complex cases while maintaining professionalism and deep product knowledge.

Required profile

• Minimum 1 year of hands‑on experience with Gorgias (required).
• At least 1 year of experience in technical support or troubleshooting.
• Exceptional written and spoken English.
• Strong problem‑solving abilities and comfort navigating CRM systems.
• Experience in e‑commerce or SaaS support is a strong plus.
• Leadership or management experience is a plus.
• Highly motivated, intellectually curious, and resourceful.

Required skills

• Gorgias platform.
• CRM platforms.
• Email and live‑chat support tools.
• Data analysis.

What we offer

• $6 per hour (base rate plus project rate).
• Paid time off and paid holidays.
• Health and dental insurance or health stipend, depending on location.
• Permanent, full‑time work‑from‑home arrangement.
• Project bonuses and annual performance‑based salary increases.
• Career progression opportunities such as Team Lead or Trainer roles.