• Respond to customer inquiries promptly via Gorgias and other designated support channels (email, chat, etc.) • Resolve customer issues such as cancellations, refunds, changes, and exchanges in Shopify, Aftership, and 3PL warehouse management platforms. • Assist customers with questions related to orders, shipping, returns, exchanges, product availability and general policies with professionalism and accuracy. • Communicate with our third-party logistics & fulfillment partners to identify, escalate, and resolve incorrect or problematic orders. • Maintain response times in line with SLAs set by the Customer Support Manager • Partner with the broader eCommerce team to identify customer experience challenges, pain points, and recurring issues, driving effective resolutions and continuous improvement. • Stay up to date on product releases, promotions, and website updates to provide accurate and timely information. • Support high-volume periods including product launches, major drops, and peak seasons as well as critical holiday sales periods such as Christmas, Black Friday etc. • Document customer interactions and resolutions accurately within our internal systems to ensure alignment across teams.