Who We Are

GrowthAssistant connects top marketing and operations talent with fast-growing companies that depend on great execution to scale. Founded in 2021 and named by Forbes as one of the best startups to work at, we're a permanently remote team that runs on integrity, proactive candor, and a bias toward action — and we prioritize the human experience in everything we do. We hire for skill and for heart, and we invest in our people for the long haul.

The Opportunity

We're hiring a Customer Service Support Assistant to help a fast-growing direct-to-consumer e-commerce brand deliver fast, empathetic support across email and live chat during peak business periods, including weekends and high-volume promotional seasons. In this role you'll manage a high volume of customer inquiries with speed and accuracy — handling product questions, order and shipping concerns, modifications, and cancellations — while working within platforms like Shopify and Gorgias, coordinating with warehouse and fulfillment teams, and helping reduce ticket backlog so every customer gets a seamless, solution-oriented experience.

What Your Day-to-Day Will Look Like

• Email & Live Chat Support: Manage and respond to customer inquiries across email and live chat in a timely, professional, and empathetic way, providing real-time help with product questions, order concerns, and general inquiries.
• High-Volume Ticket Handling: Handle 65–100 tickets and chats per shift on a regular basis (150+ during peak seasons and promotions) while maintaining quality, accuracy, and fast response times.
• Order & Shipping Support: Assist customers with order status, shipping and tracking concerns, missing or delayed packages, and order modifications or cancellations within approved windows.
• Fulfillment Coordination: Coordinate with warehouse and fulfillment teams on urgent shipping or order-related requests.
• eCommerce & Platform Management: Navigate Shopify to review orders and customer accounts, use Gorgias to manage and resolve tickets, work within OMS/WMS systems to track fulfillment, and apply AI-assisted support workflows where applicable.
• SLA & Queue Monitoring: Monitor ticket and chat queues to meet SLA targets (4-hour first response, 2-day resolution), keep documentation accurate, and escalate urgent or complex issues appropriately.
• Process Improvement: Support continuous improvement of support workflows and the overall customer experience, helping reduce backlog during weekends, promotions, and peak sales periods.

What You Bring

• Customer Service / eCommerce Support Experience: Previous experience in customer service or eCommerce support, including handling both email and chat.
• Strong Written English: Clear, professional written English communication.
• Multitasking in a Fast-Paced Environment: Ability to multitask and work efficiently under high volume.
• Attention to Detail & Problem-Solving: Strong attention to detail with solid problem-solving skills.
• Independence: Ability to work independently and manage priorities with minimal supervision.
• Schedule Flexibility: Availability to work EST hours, including weekends and peak promotional periods.

Bonus Points if:

• You have hands-on experience with Shopify, Gorgias, and OMS/WMS platforms
• You've worked with NetSuite or returns platforms such as Loop
• You've supported eCommerce brands, particularly high-volume retail or DTC businesses
• You're familiar with AI-assisted customer service tools and workflows

What We Offer

At GrowthAssistant, you aren't just joining a company; you're joining a movement to redefine how the world's best brands scale. We believe that the right talent, placed in the right role, changes everything — and that starts with how we take care of you.

We support your life inside and outside of work with a comprehensive benefits package:

• Fully Remote: 100% Remote work environment, never fight traffic again
• Health Coverage: HMO or Healthcare Stipend (depending on location)
• Time to Recharge: 7 Paid Holidays and 6 PTO days/year
• Family First: Dedicated Maternity and Paternity Leaves

We offer additional incentives for go-getters and proven performers!

• $25 monthly perfect attendance bonus
• Performance bonus
• Anniversary bonus ($100 at 1 year; $200 at 2 years)
• Earn a $300 referral bonus for each candidate you refer who is successfully hired, and $500 when you help us identify and close a new opportunity with your client

Your Application Roadmap

You've applied, now let's get to work. Here's the play-by-play:

• Step 1 Resume Screening: Our hiring team reviews your experience to see how your unique skills align with our high-growth roles.
• Step 2 Recruiter Interview: If we believe we have a great client match, we'll reach out to schedule a human-to-human chat to discuss your career goals, experience, and what makes you tick.
• Step 3 Online Assessment: This is your chance to shine! You'll complete a role-specific test, a personality assessment, and your official GA Profile Form so we can represent you.
• Step 4 Match Interview: You'll meet with one of our Senior Leaders for a deep-dive validation to ensure we're matching you with the right opportunity. This is your moment to bring your A-game and really shine — it's the final step for many of our roles!

Depending on the client, there are sometimes 2 additional steps:

• Step 5 15-min Prep Call: We've got your back. Before the final round, your Recruiter will hop on a quick call to coach you, share insider tips, and ensure you're 100% ready.
• Step 6 Client Interview: You'll meet the client to discuss how you'll help them scale and succeed. Bring your metrics and be on your A-game — this is your last chance to make a great first impression!

Join our 100% remote global team today, and grow with GrowthAssistant!

GrowthAssistant is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business need.