Ecommerce Customer Support & Operations Specialist

JOB DETAILS Job Title: Ecommerce Customer Support & Operations Specialist (Gorgias) Location: Remote Reports To: Founders Work Shift: Flexible, with overlap during Australian business hours preferred Working Hours: Part-Time (approximately 20 hours per week, with potential to increase) Job Description We are seeking a highly proactive Ecommerce Customer Support & Operations Specialist to take ownership of day-to-day customer support while helping improve customer service operations for a growing DTC ecommerce brand. This role is responsible for managing customer inquiries across email and social media through Gorgias, resolving order and product-related issues, coordinating closely with the warehouse and fulfillment team, and overseeing the operational workflow for custom tattoo orders. As the business scales, the role will also support the implementation and ongoing optimization of ClickUp to manage each stage of the custom order process and improve operational efficiency. The ideal candidate combines strong customer service skills with an operational mindset. Rather than simply responding to tickets, they proactively identify recurring issues, improve workflows, and ensure customer orders progress smoothly through every stage of fulfillment. This is not a traditional call center customer service role. Success in this position requires ownership, initiative, strong organizational skills, and the ability to operate independently while collaborating closely with a small founder-led team. Key Responsibilities Customer Support Respond promptly and professionally to customer inquiries across email, social media, and other support channels through Gorgias Assist customers with order status, shipping updates, returns, exchanges, custom tattoo orders, product questions, and general support Resolve customer concerns with empathy while maintaining a high-quality customer experience Escalate complex customer issues when necessary Maintain high customer satisfaction through timely, accurate, and professional communication Customer Service Operations Utilize Gorgias macros, templates, automations, and workflows efficiently Identify recurring customer issues and recommend improvements to support processes Help improve SOPs, macros, knowledge base articles, and customer support documentation Continuously improve response quality, operational efficiency, and customer experience Support ongoing optimization of customer support workflows using Gorgias and ClickUp Custom Tattoo Workflow Management Manage the operational workflow for custom tattoo orders using ClickUp Track each custom tattoo project through every stage of production Coordinate with internal stakeholders to ensure projects move forward on schedule Monitor workflow progress and proactively resolve operational bottlenecks Ensure customers receive timely automated and manual updates throughout the custom order process Maintain accurate project records and operational documentation Order & Fulfillment Coordination Coordinate with the internal packing and fulfillment team through Slack Communicate order changes, fulfillment updates, and customer requests Ensure order-related issues are resolved quickly and accurately Maintain visibility across outstanding customer cases until resolution Coordinate with operations to ensure custom orders and standard orders are fulfilled accurately Operational Support Maintain organized customer records, operational documentation, and workflow trackers Track recurring issues and communicate operational risks to the founders Support implementation and continuous improvement of ClickUp workflows and operational systems Assist with additional operational and administrative tasks during lower support volume Identify opportunities to improve efficiency across customer support and operational processes Qualifications Required 2+ years of ecommerce customer support experience Experience supporting DTC ecommerce brands Experience using Gorgias or similar helpdesk platforms (Zendesk, Reamaze, Freshdesk, Help Scout, etc.) Experience supporting Shopify or other ecommerce platforms Strong written English communication skills Experience handling order issues, shipping inquiries, returns, exchanges, customer escalations, and order management workflows Experience creating or improving customer support workflows, macros, SOPs, knowledge base documentation, or operational processes Experience optimizing Gorgias workflows, automations, or macros Experience working in small founder-led businesses Strong operational mindset with the ability to quickly learn new software and workflow management systems Strong organizational skills with exceptional attention to detail Ability to work independently with minimal supervision Comfortable coordinating with warehouse, fulfillment, and operations teams Experience using Slack or similar internal communication tools Strong problem-solving skills with a proactive approach to improving processes Preferred Experience using ClickUp or similar project management and workflow management platforms Experience using AI tools such as ChatGPT or Claude to improve customer support workflows Experience supporting inventory, operations, or supply chain-related customer inquiries