Senior Customer Service Agent for a Health & Wellness E-Commerce Company (Remote)

Requirements

• 3–5 years of Customer Service experience within a multi-brand or subscription environment.
• Demonstrated leadership capabilities, such as floor-walking, mentoring, or acting as a shift lead.
• Deep data-oriented familiarity with Helpdesk architecture (Gorgias preferred), tagging logic, and system configurations.
• Superb written and verbal communication skills.

Your Mission

• Provide all-channel coverage, taking ownership of escalated tickets, complicated billing adjustments, and critical customer issues.
• Act as Deputy to the Team Leader, assisting with Quality Assurance (QA) and evaluating adherence to Standard Operating Procedures (SOPs).
• Review ticket-floor activity and surface real-time insights to optimize the Gorgias platform workspace.
• Mentor junior and mid-level agents on tagging compliance, efficient macro usage, and brand-specific tone consistency.

Nice to Have

• Experience creating or refining customer service training materials and knowledge bases.

Pay

Starting at $900 USD/month

Schedule

Monday-Friday 9am-5pm UK Time