Customer Service Specialist (Shopify Stores) | Remote | Indefinite Term Contract | Prepaid Medicine

Description Position at FiltaGlobal Colombia SAS Schedule: 10:00 AM – 7:00 PM COT , Mon-Fri. Resting COL Holidays Salary: 3.2M COP- 3.5M COP /month (Based on experience) About the C ompany Join this amazing San Francisco cycling apparel brand, founded in 2013. In an industry full of loud logos, they focus on clean design, quality craftsmanship, and responsible manufacturing. Much of their gear is made in California, and their Special Projects collection pushes sustainability further by using deadstock fabrics. Now they’re looking for a Customer Service Specialist to help deliver thoughtful, human support to riders around the world. Why You’ll Love Working With Us An indefinite contract that includes all the Colombian government benefits (13th-month salary, unemployment insurance, interest on unemployment insurance, health care service, pension, labor risk administration, 15 vacation leaves per year of service). 2 paid Family Days per year. 3 Paid Time Off (PTO) per year. Paid birthday leave. Birthday cake. Private healthcare with dental insurance for the employee and one dependent. Computer will be provided + internet allowance. Member Wellness Program. Welcome gift pack + social activities. Year-end meeting + Christmas hamper. Milestone and anniversary gifts What You’ll Be Doing This is a small, founder-led team where customer experience isn’t a department—it’s part of the product. Every email, every message, every interaction reflects the brand: Responding to customer inquiries via email and chat using Shopify and Gorgias Helping customers with technical product questions—sizing, fit, and performance fabrics Resolving order issues, returns, and exchanges with empathy and efficiency Maintaining a clean inbox and delivering a CSAT score of 90% or higher Reviewing customer feedback and surfacing insights to the product team Exploring ways to use AI and automation tools to improve support workflows What You’ll Bring Experience in eCommerce customer service. Strong familiarity with Shopify (required). Experience with Gorgias or similar tools such as Zendesk or Intercom Exceptional written English with a natural, conversational tone—not robotic or scripted High emotional intelligence and the ability to de-escalate situations with empathy A self-starter mindset capable of managing 30–80 tickets per day independently Comfort working a permanent weekend night shift aligned with US time zones Bonus Points For You’re a cyclist or outdoor enthusiast who understands the gear and the lifestyle Experience in apparel, retail, or outdoor gear brands Familiarity with tools such as Loop Returns or ShipHero Ready to Apply? Click Apply, upload your CV, and complete our brief questionnaire. Want to fast-track your application? Connect with Martin at [email protected] Let’s build something great together!