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Requirements
Qualifications & Skills:Experience & Technical Skills:Customer
- Service Experience: Proven experience in e-commerce customer support, specifically dealing with personalized or custom-made products.
- Multi-System Navigation: Ability to quickly adapt to a "swivel-chair" workflow that requires navigating between 4 to 7 different applications simultaneously, including Gorgias, Octopus, Dropbox, Slack, Order Desk, and Etsy.
- Technical Proficiency: Familiarity with helpdesk platforms (like Gorgias) and the ability to accurately use macros and quick replies while tailoring responses to avoid robotic tones.
Soft Skills & Competencies
- Extreme Flexibility: Willingness to work on a floating, on-call, or "no fixed schedule" basis, stepping in to support the campaign operations when needed.
- High Attention to Detail: Capable of strictly following multi-step standard operating procedures (SOPs), such as manually tagging orders in Octopus, duplicating/renaming files in Dropbox, or filling out reprint forms without missing a step.
- Empathetic Communication: Exceptional written communication skills with the ability to convey warmth and empathy, especially when dealing with highly emotional orders or frustrated customers.
- Problem-Solving & De-escalation: Strong First Contact Resolution (FCR) skills and the ability to de-escalate situations by offering style upgrades or redraws before considering refunds.
Compliance & Integrity
- Data Privacy & GDPR Awareness: Strict adherence to data protection protocols and Information Security policies to prevent GDPR breaches when handling sensitive customer information.
- Accountability: High level of reliability, zero tolerance for unexcused tardiness/absenteeism, and strict adherence to the company's "Own It" core value.
Must have at least 3 years experience
Software/platforms required: Gorgias
Responsibilities
Key Responsibilities:
- On-Call Coverage: Provide dynamic schedule coverage and step in during volume spikes or when primary agents are unavailable.
- Omnichannel Support: Handle customer inquiries across multiple platforms including Gorgias (Shopify websites for UK, US, AU), Etsy, and Not on the High Street.
- Order & Proof Management: Navigate the primary order management system, Octopus, to handle the "Match" process for illustration orders by reviewing and approving customer-submitted photos.
- Amendment Coordination: Manage the proofing and amendment process by accurately passing complex requests or new reference photos to the artists via Slack or Dropbox.
- Error Resolution & Empathy: Resolve order issues (Company vs. Customer errors) such as printing mistakes or typos, prioritizing amendments and replacements over refunds. Handle sensitive inquiries (such as remembrance gifts) and unhappy customers with a tone of Warmth, Empathy, Clarity, and Professionalism.
- General Inquiries: Process updates to shipping addresses, manage cancellations, and resolve "Where Is My Order?" (WISMO) queries by checking order statuses in Octopus or Order Desk.
- Performance Adherence: Meet strict key performance indicators (KPIs), aiming for the Business As Usual (BAU) baseline of 15 Tickets Per Hour (TPH) on Gorgias and 13 image matches per hour in Octopus.
- Continuous Improvement: Participate in weekly one-on-one coaching sessions (when scheduled for the week) to review scorecards, quality scores, and process updates.
If this sounds like you, then you’re just who we’re looking for to join our remote LTVplus squad!
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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.
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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!
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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 like a pro.
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Your First 30-60-90 Days at LTVplus: What to Expect
