Customer Service Specialist

Our client is a Denver-based direct-to-consumer specialty food marketplace, serving both DTC subscribers and wholesale accounts across the US. Their customers are curious, quality-driven eaters who care about where their food comes from — and customer service reflects that: warm, knowledgeable, and genuinely helpful. This role is the day-to-day owner of customer support. You'll be the first point of contact for questions, order issues, and account needs — resolving what you can directly, and escalating cleanly what you can't. You'll work primarily in Gorgias (help desk) and Shopify (store), backed by a detailed internal SOP and an AI assistant you can use to find the right answer fast. Early in the role, success looks like tickets answered promptly and accurately, order edits handled cleanly in Shopify, a clear pattern of resolving issues within your authority, and thoughtful escalations that give the next teammate everything they need to act. Key Responsibilities Customer Communication (Primary Function) Respond to customer inquiries across email and chat through Gorgias in a timely, professional, and friendly tone Craft accurate, on-brand responses using the internal SOP and AI tools to determine the right resolution Keep customer records and ticket notes accurate and up to date after every interaction Order Management in Shopify Handle order modifications directly in Shopify — address changes, edits, cancellations, refunds, and reshipments Ensure every order change is applied cleanly and reflected accurately in the ticket and the customer's account Troubleshooting & Resolution Troubleshoot common issues — shipping delays, damaged product, subscription questions — and resolve within your authority Recognize when an issue needs to go to another team member and escalate it cleanly with the right context Root-Cause & Trend Awareness Flag recurring problems or trends so the team can fix root causes, not just symptoms Contribute observations that help improve SOPs, product notes, or shipping and subscription workflows over time Fluent written and spoken English with strong, professional communication Prior customer service experience, ideally in e-commerce or DTC Hands-on experience with Gorgias (or a comparable help desk platform such as Zendesk, Freshdesk, or Re:amaze) Experience making order edits and modifications in Shopify — address changes, refunds, cancellations, and order editing Comfort working independently with documented processes and AI tools to reach the right answer Sound judgment about when to resolve directly versus when to escalate Reliable internet connection and a quiet, professional remote work setup Preferred Qualifications Experience with subscription platforms — Recharge is a strong plus Familiarity with specialty food, beverage, or premium consumer goods Genuine interest in food and willingness to learn a specialty product line Tools & Software Help desk: Gorgias (primary). Prior experience with Zendesk, Freshdesk, or Re:amaze also considered. Store platform: Shopify — order editing, refunds, address changes, cancellations, and reshipments. Subscriptions: Recharge (nice to have). Internal: ~100-page SOP, an AI assistant for resolution lookup, and internal collaboration in Microsoft Teams / OneDrive. What Makes You a Great Fit You write clearly, warmly, and professionally — every ticket sounds like a real person, not a template You use SOPs and AI tools well, and you know when to bring a human into the loop You resolve issues within your authority instead of escalating everything upward When you do escalate, the next teammate has everything they need in one place You care about the products you support and about the customers who buy them You spot patterns — repeated complaints, shipping issues, subscription friction — and flag them before they scale What We Offer Up to $6 100% remote work Full-time role To apply Ensure your LinkedIn profile and resume are up-to-date and comprehensive (submit a comprehensive resume in English, PDF format), and complete the assessment in this link: [ https://assessment.aptiveindex.com/s/0CfsHWB3XP9n ] We hire for the long haul, so a steady track record of staying and growing always moves you up our list. By applying, you consent to being contacted via the contact information provided in your application for recruitment purposes only. Because of the volume of applications we receive, we're only able to follow up directly with candidates whose experience closely matches this role. If you don't hear from us within 10 days, please know we genuinely appreciate your interest—and we'd welcome your application to future openings that may be a stronger fit. Thank you for considering Remote Raven, and all the best in your search. A note on scheduling: initial interviews run in US Mountain Standard Time (MST) within a 3:00 AM – 1:00 PM MST window. We know that takes flexibility around the time difference, and we genuinely appreciate it.