Technical Customer Service Representative – Remote

About the role

We are seeking a senior-level Technical Customer Service Representative to provide high-quality support for e-commerce clients using the Gorgias platform. This full-time remote position involves troubleshooting, data analysis, and end-to-end ticket ownership.

Key responsibilities

• Deliver technical assistance via Gorgias CRM (email, chat, and troubleshooting).
• Analyze support data and suggest improvements to the customer experience.
• Own ticket resolution from start to finish with urgency and accountability.
• Monitor backlogs and ensure timely resolution of all queries.
• Communicate clearly and professionally to support customer success.

Required profile

• Minimum 1 year hands-on experience with Gorgias.
• At least 1 year experience in technical support or troubleshooting.
• Excellent written and spoken English.
• Strong problem-solving abilities and comfort navigating CRMs.
• Highly motivated, intellectually curious and resource‑ful.
• Experience in e-commerce or SaaS support is a strong plus.

Required skills

• Gorgias CRM

What we offer

• Project bonus opportunities and annual salary increase.
• Permanent remote setup with long‑term stability.
• PTO, paid holidays, and health/dental coverage or stipend.
• Career progression to Team Lead, Trainer, and other roles.
• Training and support from a global team working with top‑tier e‑commerce brands.