Role Description

We are hiring a high-energy, sales-savvy, and tech-comfortable Customer Support & Sales Representative to serve as a frontline ambassador for our brand. This is not a basic ticket-response role. You will protect the customer experience, support revenue through upselling and retention, confidently handle phone conversations, and work heavily inside AI-powered tools to improve speed and automation.

You will manage customer conversations across email, chat, SMS, social media, and phone. You will also support light PR and community engagement needs, respond to social media inquiries and comments, and help ensure our brand voice remains strong and professional across platforms.

This is a performance-driven role with growth potential into sales, B2B support, or expanded customer experience leadership as the company scales.

• Manage inbound tickets via Gorgias (email, chat, SMS, and social DMs)
• Respond to customers within a 24-hour SLA while maintaining 95%+ CSAT
• Make outbound and inbound phone calls to resolve issues, conduct surveys, and support retention
• Confidently recommend add-ons, prepaid plans, and upgrades when appropriate
• Convert cancellations into skips, plan adjustments, or prepaid options when possible
• Manage subscriptions inside Recharge and maintain accurate Shopify accounts
• Coordinate with fulfillment partners to ensure smooth order delivery
• Respond to social media comments and direct messages in alignment with brand voice
• Work heavily with AI tools to draft responses, improve efficiency, increase automation rates, and properly tag and categorize tickets
• Follow structured SOPs and maintain clean, accurate documentation
• Manage daily tasks inside a project management tool (Motion)
• Track time accurately in Gusto and meet productivity expectations

Qualifications

• Hands-on Shopify experience
• Experience with Recharge or a similar subscription platform
• Experience with Gorgias or a similar helpdesk system
• Experience working in an e-commerce environment
• Comfortable making phone calls
• Experience with upselling, retention, or revenue-support conversations
• Comfortable using AI tools to enhance productivity and response quality

Requirements

• Are naturally outgoing and confident on the phone
• Have strong written communication skills and can match the brand voice
• Are comfortable recommending products and handling objections
• Thrive in a structured, fast-paced environment
• Are highly organized and self-managed
• Embrace AI tools and technology
• Take ownership of customer outcomes instead of passing issues along
• Care about performance metrics and continuous improvement