Senior Customer Support Agent for E-commerce

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Customer Support Agent for E-commerce in United States. This role is designed for a customer experience professional who understands that exceptional support goes beyond problem-solving and becomes a core part of a brand’s identity. You will act as a key touchpoint for customers across multiple digital channels, ensuring a seamless, premium, and highly personalized support experience. The position requires strong autonomy, emotional intelligence, and the ability to manage both routine inquiries and complex escalations with confidence. You will interact directly with customers through chat, email, and social media, playing a critical role in shaping satisfaction and loyalty. The environment is fast-paced, digital-first, and highly customer-centric, with a strong emphasis on tone, quality, and responsiveness. Your work will directly influence customer retention, brand perception, and overall e-commerce performance. This is a high-impact role for someone who thrives in premium, detail-oriented customer service environments. Accountabilities You will be responsible for delivering high-quality, white-glove customer support across multiple digital channels while ensuring a consistent premium experience.

• Provide customer support via chat and email using platforms such as Gorgias and Richpanel.
• Manage inquiries across social media channels, including Instagram and TikTok DMs.
• Handle order management tasks such as tracking, modifications, cancellations, and updates.
• Process returns, exchanges, and refunds while maintaining a positive customer experience.
• Resolve shipping and logistics issues in coordination with external partners.
• Deliver personalized product guidance and recommendations to customers.
• Handle escalations and VIP/high-value customers with professionalism and care.
• Document customer feedback and identify recurring issues or improvement opportunities.
• Maintain a consistent premium brand tone across all communication channels.

Requirements You bring strong experience in e-commerce customer support and the ability to deliver high-quality service in a fast-moving digital environment.

• Proven experience in e-commerce customer support is mandatory.
• Strong written English skills with the ability to maintain a premium, polished brand voice.
• Hands-on experience with Gorgias (mandatory) and similar tools like Zendesk.
• Experience working with Shopify or other e-commerce platforms.
• Comfortable managing communication across email, chat, phone, and social media.
• Experience handling Instagram and TikTok DMs as part of customer support.
• Strong empathy, patience, and customer-first mindset.
• Ability to work independently with strong attention to detail and organization.
• Comfortable handling VIP customers and escalated cases professionally.

Benefits

• Competitive salary package.
• Fully remote work opportunity with flexibility.
• Exposure to international e-commerce environments and modern support technologies.
• Opportunity to work with fast-growing digital-first brands.
• Experience in premium customer experience operations.
• Dynamic and collaborative remote team environment.

How Jobgether Works We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.