Description
The client is a rapidly growing e-commerce brand specializing in premium backyard screens, fencing, and outdoor privacy solutions. As the company prepares for significant seasonal growth, it is focused on delivering a high-quality customer experience through email and chat support, assisting customers with product measurements, installation planning, order updates, and shipping inquiries. The brand values professionalism, empathy, proactive communication, attention to detail, and maintaining a consistent customer experience across all interactions.
Responsibilities
Manage customer inquiries via email and chat using Gorgias
Handle order tracking, pre-order updates, damaged item claims, re-dispatches, and FedEx follow-ups through Shopify
Provide professional, empathetic, consistent, and brand-aligned customer communication
Escalate technical or product-specific inquiries to internal stakeholders when necessary
Learn product specifications, measurements, and installation guidance over time to independently resolve technical inquiries
Utilize macros, canned responses, and internal workflows efficiently
Proactively identify issues, ask questions, and support process improvements as the business scales rapidly
Requirements/Qualifications
Minimum 2 years of experience using Gorgias and Shopify
Experience in construction management, fencing, backyard screens, decking, or similar technical/measurement-based industries is required
Strong written English skills with excellent grammar, empathy, and attention to tone/detail
Comfortable handling both administrative and light technical support inquiries
Proactive, resourceful, and confident in taking initiative
Ability to maintain professionalism and consistency in customer interactions within a fast-growing environment
Nice to have
Bachelor’s degree in Construction Management, Engineering, Architecture, or related technical fields is nice to have
Working conditions
UK Timezone
8AM-5PM (BST)
If this sounds like you, then you’re just who we’re looking for to join our remote LTVplus squad!
Who We Are: LTVplus – Your Global Remote Team
At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.
When you join LTVplus Your Mission will be to:
Handle customer inquiries across email, chat, and social media like a pro.
Be the voice of the brand, providing personalized and top-notch support.
Collaborate with our awesome team to boost customer satisfaction and share insights.
Use various tools and platforms to troubleshoot and resolve customer issues efficiently.
Adapt to different client needs – because every day is a new adventure!
Tech Checklist – Gotta Have It!
A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
Some experience with customer support software (e.g., Gorgias, Zendesk, Intercom) would be awesome!
A quiet, cozy workspace to handle calls and chats.
