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 are seeking a highly responsive and detail-oriented Customer Service Support Specialist to serve as a vital link in our customer experience chain during our peak summer season. This role is designed for a high-energy professional who thrives in fast-paced eCommerce environments and can maintain excellence during high-volume promotional periods. Your primary mission is to manage 60–100 tickets daily, ensuring our customers receive empathetic, solution-oriented support that keeps our backlog low and our satisfaction scores high.

What Your Day-to-Day Will Look Like

• Inquiry Management: Respond to customer inquiries via email and chat with a professional and empathetic tone, maintaining an SLA of under 24 hours.
• Order & Shipping Support: Resolve customer concerns regarding order status, tracking, missing packages, and modifications or cancellations.
• Platform Navigation: Utilize Shopify and Gorgias to manage support tickets, review customer accounts, and access product details efficiently.
• Logistics Coordination: Partner with warehouse and fulfillment teams to troubleshoot urgent shipping or order-related requests within the OMS/WMS.
• Tech-Enabled Support: Leverage AI-assisted workflows and automation tools to streamline the support process and improve resolution times.
• Operational Monitoring: Continuously monitor ticket queues to ensure SLA expectations are met and escalate complex issues to the appropriate internal teams.
• Process Improvement: Support the ongoing refinement of support workflows to enhance the overall customer experience.

What You Bring

• Support Experience: Proven background in Customer Service or eCommerce support, specifically handling email and chat channels.
• Communication Skills: Exceptional written English skills with a focus on clarity and professional empathy.
• High-Volume Proficiency: Ability to multitask and manage 60–100 tickets per day in a fast-moving, high-growth environment.
• Technical Aptitude: Experience navigating eCommerce platforms and the ability to work independently with minimal supervision.
• Problem-Solving Mindset: Strong attention to detail and the ability to resolve logistics and shipping hurdles effectively.

Bonus Points if:

• You have hands-on experience with Shopify, Gorgias, and NetSuite.
• You are familiar with returns platforms like Loop.
• You have experience supporting DTC or high-volume retail businesses.
• You are comfortable using AI-assisted customer service tools and workflows.
• You have experience working within OMS/WMS (Order/Warehouse Management Systems).

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.