Email Support Specialist

NeoWork is looking for an experienced Email Support Specialist to support one of our clients in their growing eCommerce operations. This role requires someone with strong Gorgias experience and a solid background in Shopify, who can deliver excellent customer service and handle customer inquiries efficiently through email.

Key Responsibilities

• Manage and respond to customer emails using Gorgias
• Assist customers with order tracking, returns, refunds, and product inquiries
• Handle order management and customer concerns through Shopify
• Maintain fast response times and high customer satisfaction
• Escalate complex cases when necessary
• Document customer interactions and follow support workflows
• Collaborate with internal teams to improve customer experience

Requirements

• At least 3 years of solid Email Support experience
• Hands-on experience with Gorgias (Required)
• Experience working with Shopify (Required)
• Strong written English communication skills
• Excellent problem-solving and attention to detail
• Ability to work independently in a remote environment
• Experience supporting eCommerce brands is highly preferred

• We offer health insurance for contractors
• Holiday Extra Pay
• The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
• This is a 100% home-based position
• We prioritize the mental health of our team members and offer mental health days to support their well-being.
• There is an annual review and appraisal process in place.
• There are ample opportunities for professional growth and advancement within the company.