[Hiring] Customer Support Specialist @AJMedia

Role Description

At AJ Media, our brands live and die by the customer experience. We need someone who can handle high volumes of inbound support while making every single customer feel like they're our only customer. If you're a problem-solver who takes pride in turning frustrated shoppers into brand evangelists, we want you.

You'll be the first line of defense and the last line of trust for our customers. From order inquiries to returns and escalations, you'll handle it all — with speed, empathy, and an obsession for getting it right.

What You'll Do

• Respond to inbound customer inquiries across email, live chat, and social DMs with speed and accuracy
• Resolve order issues, shipping delays, returns, exchanges, and billing questions within SLA targets
• Proactively turn service interactions into retention moments — reduce churn through stellar support
• Escalate complex issues appropriately while owning the customer's outcome end-to-end
• Maintain a CSAT (Customer Satisfaction Score) of 90%+ consistently
• Identify patterns in customer issues and flag recurring problems to the operations team
• Keep helpdesk (Gorgias or similar) organized with proper tagging, notes, and follow-up
• Contribute to and maintain FAQ, help articles, and support macros

Qualifications

• 1–3 years of customer support experience, ideally in an ecommerce or DTC environment
• You write with clarity, warmth, and professionalism — even on your toughest days
• You handle high-volume queues without losing attention to detail or empathy
• You're a natural problem-solver who doesn't wait to be told what to do
• You're comfortable with helpdesk tools (Gorgias, Zendesk, or similar), Shopify, and basic CRM
• You understand ecommerce logistics: shipping carriers, fulfillment workflows, refund processes

Requirements

• Experience with Gorgias or ReAmaze specifically
• Shopify admin knowledge
• Knows how to navigate Aircall

Benefits

• Join a team that genuinely values CS as a growth lever, not a cost center
• Performance bonuses tied to CSAT and resolution metrics
• Career growth into CS Team Lead or CX Operations roles
• Fully remote position with a collaborative, high-ownership culture
• Competitive Salary + benefits (paid leaves, HMO, allowances)
• Work with exciting consumer brands in a high-growth environment