Customer Support Agent (Email and Live Chat) for an Online Skincare Store

Coastal Glow Skincare gets 20 to 40 customer messages a day through Gorgias (email, live chat, Instagram DMs) and I can no longer keep up with them myself. I am looking for a warm, reliable support agent who can cover Australian daytime hours from Nepal.

What you will handle

• Order status, shipping and tracking questions (Australia Post and Sendle)
• Returns, exchanges and refunds in Shopify following our policy
• Product questions: skin types, ingredients, how to use, using our FAQ and product guides
• Updating and improving macros and the help centre as you spot repeated questions
• A short end-of-day summary of issues, trends and anything that needs my decision

Requirements

• One or more years in e-commerce or customer support with excellent written English and a friendly, natural tone
• Experience with Gorgias, Zendesk, Freshdesk or similar, and with Shopify order management
• Available Monday to Friday, 9am to 1pm AEST (roughly 4:45am to 8:45am Nepal time) to start, about 20 hours per week
• Patient, calm with frustrated customers, and careful with personal data

Rate: AUD 8 to 9 per hour, with a paid one-week trial. Hours may grow to full-time over the next six months as the store scales.