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

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

You Are a Strong Fit If You

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

#J-18808-Ljbffr

edZOOcation