Technical Customer Service Representative – Remote

About the role

We are looking for a senior‑level Technical Customer Service Representative to provide end‑to‑end technical support for e‑commerce brands using the Gorgias platform. This remote position involves handling tickets via email, live chat and data analysis, ensuring swift and high‑quality resolutions.

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 guarantee prompt inquiry handling.
• Deliver clear, quality‑based responses that drive customer success.
• Escalate complex cases while maintaining professionalism and deep product knowledge.

Required profile

• Minimum 1 year hands‑on experience with Gorgias (required).
• At least 1 year experience in technical support or troubleshooting.
• Exceptional written and spoken English.
• Strong problem‑solving abilities and comfort navigating CRMs.
• 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 navigation.
• Technical troubleshooting.
• Data analysis.

What we offer

• $6 per hour (base rate plus project rate).
• Paid time off, paid holidays and health/dental insurance or stipend.
• 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.