Customer Support Agent – E-Commerce & Digital Products

We’re looking for a customer service professional who thrives in a fast-paced, multi-platform environment. Our business includes:

An e-commerce shop (Shopify)

Multiple digital products and memberships

A vibrant online community of makers and students

You’ll be the first point of contact for our customers—solving problems, answering questions, and helping them feel seen and supported. This isn’t a script-reading help desk role. You’ll need to think critically, use multiple platforms, and work directly with our team to improve the overall customer experience.

What You’ll Be Responsible For
Respond to customer inquiries via email, chat, and occasional phone support

Troubleshoot account access, order issues, and billing questions

Manage questions about:

Digital downloads

Membership access

Online course issues (replays, logins, tutorials)

Product orders and fulfillment

Use and switch between multiple tools to find answers fast

Help customers navigate:

Shopify (order tracking, account issues)

Go High Level (support flow for digital tools)

Stripe, PayPal (refunds, disputes, billing)

Mighty Networks (access and event issues)

AccessAlly and Ontraport (member access & email automations)

Track and tag common questions to help our internal team make improvements

Collaborate with the team to escalate priority cases, improve SOPs, and flag bugs

Tools You'll Use Regularly
Shopify

GoHighLevel (Makers Marketing Hub)

Stripe + PayPal

AccessAlly + Ontraport

Mighty Networks

Google Workspace

Slack + Zoom

Gorgias

You’re a Great Fit If You...
Have 2+ years of customer support experience in a digital or e-commerce business

Can speak and write in clear, professional English

Can troubleshoot calmly, even when the customer is frustrated

Are confident on phone and Zoom (not just hiding behind email)

Know how to find solutions fast, even across multiple systems

Enjoy helping customers feel taken care of

Are detail-oriented and follow through on open support tickets

Are familiar with supporting membership sites, subscriptions, or online communities

-> Bonus If You Have:
Experience supporting a Shopify + Digital Product + Membership hybrid business

Familiarity with creative or handmade product communities

Background in using help desk tools like Gorgias

Experience writing or updating customer service SOPs and canned responses

To APPLY: we will not entertain applicants that do not follow the instructions below.


Email your resume and 1-2 minute introduction video and PDF copy of your resume to: ----------