Ecommerce Customer Support Specialist

Vaco; San Diego (CA); On-site; USD 42,000 - 64,000; Full time

Job summary

Vaco is seeking a Customer Service Representative to support our Ecommerce team in a direct-to-consumer environment. You will handle the full order lifecycle, resolve issues, and help drive customer satisfaction for apparel, lifestyle or consumer brands.

Ideal candidates have 3+ years in ecommerce customer support, strong written/verbal skills, and experience with Shopify, Gorgias and Excel. You will work cross-functionally with warehouse and logistics to improve processes and retention.

Qualifications

• High school diploma or equivalent required; Bachelor's degree preferred.
• 3+ years of customer service experience, preferably supporting DTC ecommerce, apparel, lifestyle, or consumer products brands.
• Strong written and verbal communication skills.
• Proficiency with Shopify and Microsoft Excel.
• Experience with Gorgias; familiarity with Klaviyo, Return Rabbit, and AI tools such as Claude is a plus.

Responsibilities

• Manage customer orders from placement through fulfillment, delivery, returns, exchanges, cancellations, and issue resolution.
• Respond to customer inquiries via email, phone, chat, and SMS in a timely, professional, and customer-focused manner.
• Maintain customer support workflows within Gorgias, including routing, tagging, macros, reporting, and process documentation.
• Partner with warehouse, logistics, and operations teams to resolve fulfillment issues and elevate product, website, or customer experience concerns as needed.
• Analyze customer feedback, ticket trends, and service metrics to provide insights and recommendations for process improvements.
• Prepare regular reports on ticket volume, customer trends, escalations, and performance metrics.
• Support post-purchase customer engagement initiatives, including reviews, retention efforts, and user-generated content campaigns.
• Participate in team meetings and serve as a voice of the customer, identifying opportunities to improve the customer experience.

Skills

Customer service experience

Communication skills

Attention to detail

Multitasking

Problem-solving

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Shopify

Microsoft Excel

Gorgias

Klaviyo

Return Rabbit

Claude AI

Job description

Vaco is seeking a Customer Service Representative to support our Ecommerce team in a direct-to-consumer environment. You will handle the full order lifecycle, resolve issues, and help drive customer satisfaction for apparel, lifestyle or consumer brands.

Ideal candidates have 3+ years in ecommerce customer support, strong written/verbal skills, and experience with Shopify, Gorgias and Excel. You will work cross-functionally with warehouse and logistics to improve processes and retention.