Technical Customer Service Representative

We are seeking a highly skilled and tech-savvy Technical Customer Service Agent to support our thriving eCommerce subscription business. This role demands exceptional leadership abilities, extensive experience in customer service management, and a solid understanding of eCommerce operations. The ideal candidate will excel in both written and verbal English communication, demonstrate strong problem-solving and strategic thinking skills, and thrive in a fast-paced environment while delivering high-level solutions to complex customer issues.

As the primary point of contact for our valued subscribers, you will play a crucial role in providing outstanding support, resolving technical issues related to subscriptions and our website, and proactively addressing the root causes of recurring problems to enhance the customer experience.

Responsibilities

Identify and resolve the root causes of systemic customer issues to prevent recurrence.

Deliver prompt, professional, and effective support via email and chat.

Troubleshoot and resolve technical and functional issues related to website performance, account management, subscriptions, orders, and payments.

Maintain a comprehensive understanding of products, services, and internal processes.

Oversee the entire order fulfillment process, ensuring precision, timeliness, and attention to detail.

Utilize tools such as Shopify, Recharge, Rebuy, and Gorgias CRM to manage customer inquiries and interactions effectively.

Contribute to the creation and enhancement of help center articles and FAQs to improve self-service options.

Stay informed about product updates, new features, and releases to provide accurate and up-to-date customer support.

Collaborate with cross-functional teams to align customer service and order fulfillment strategies.

Handle confidential information with the utmost care and discretion.

Maintain a positive, professional demeanor while managing customer interactions in a high-pressure environment.

Qualifications

Bachelor’s degree in Business Administration, Communications, or a related field.

Minimum of 5 years of experience in customer service management, preferably in an eCommerce or subscription-based environment.

Proven expertise in customer support, with a strong preference for eCommerce experience.

Exceptional technical aptitude with the ability to quickly adapt to new tools and technologies.

Proficiency in Shopify, Recharge, and Gorgias CRM (experience with subscription management platforms is highly preferred).

Advanced skills in Google Workspace (Docs, Sheets) and Microsoft Office Suite (Excel, Word, Outlook).

Experience leveraging data analytics tools to monitor performance and drive continuous improvement.

Strong problem-solving abilities and strategic thinking to address and resolve complex customer challenges.

A passion for delivering exceptional customer experiences and a commitment to customer satisfaction.

Demonstrated ability to work independently while fostering collaboration within a team.

Benefits

Competitive salary package.

Work remotely in a dynamic, fast-paced, and supportive environment.

Opportunities for professional growth, including potential promotion to a strategic leadership position.

Collaborative and inclusive company culture focused on continuous learning and development.

If you are passionate about delivering exceptional customer experiences, solving complex problems, and contributing to a growing eCommerce subscription business, we encourage you to apply and join our dedicated team!