Customer Support Assistant

About the Company

GrowthAssistant is a permanently remote organization that pairs strong marketing and operations professionals with rapidly growing businesses that need dependable execution to scale. Established in 2021 and recognized by Forbes as one of the best startups to work at, the company emphasizes integrity, candid communication, and action-oriented work while keeping the human experience at the center of everything it does. It hires for both skill and character, and it is committed to supporting employees over the long term.

Role Overview

The company is looking for a Customer Support Assistant to support a fast-growing direct-to-consumer food and beverage brand. This role is focused on creating a friendly, high-quality customer experience during scale-up, peak-season demand, and after-hours coverage. The position involves handling inbound tickets in Gorgias, addressing order-related concerns with empathy and sound judgment, and acting as a dependable extension of the existing customer experience team.

Key Duties

• Manage your assigned queue in Gorgias by replying to customer questions, complaints, order concerns, product-related issues, and general inquiries while using approved macros and brand-aligned guidelines.
• Keep ticket statuses and communication records accurate and up to date throughout each interaction.
• Apply established SOPs to process reships, refunds, product issues, and customer resolution steps, while maintaining a kind and customer-first approach.
• Escalate unresolved, sensitive, or ambiguous cases to the internal team through Slack and the Gorgias-Slack connection, and work with other CX teammates when tickets need reassignment or additional context.
• Review complaints professionally, ask for supporting information or evidence when required, and arrange product reshipments when allowed by policy.
• Help clear backlog and improve response times during off-hours and busy periods, including Q4 and the holiday season, with work scheduled outside the current EST-based team coverage and with overlap for handoffs and training.

Experience and Skills Needed

• At least 2 years of experience in customer support, preferably in ecommerce, DTC, CPG, food and beverage, or consumer products.
• Proven experience managing email-based tickets with professionalism, warmth, and accuracy.
• Hands-on familiarity with Gorgias, Zendesk, Help Scout, Freshdesk, or another similar support platform.
• Comfort using macros, ticket workflows, and escalation processes.
• Excellent written English with a polished, friendly tone that can be adapted to match brand voice.
• Ability to work independently, use good judgment, and determine when to resolve issues versus when to escalate them.
• Calm, dependable performance during high-volume periods.
• Availability to support non-EST and overnight local Philippines hours after training.

Preferred Background

• Experience supporting a DTC food, beverage, CPG, or subscription-based company.
• Familiarity with Shopify or other ecommerce order management tools.
• Prior work handling customer service during peak holiday demand.

Benefits and Incentives

• 100% remote work setup.
• HMO or a healthcare stipend, depending on location.
• 7 paid holidays each year and 6 PTO days annually.
• Dedicated maternity and paternity leave.
• $25 monthly perfect attendance bonus.
• Performance-based bonus.
• Anniversary bonus of $100 after 1 year and $200 after 2 years.
• $300 referral bonus for each referred candidate who is successfully hired.
• $500 when you help identify and close a new opportunity with a client.

Application Process

• Resume screening by the hiring team.
• Recruiter interview to discuss experience, goals, and role fit.
• Online assessment, which includes a role-specific test, a personality assessment, and the GA Profile Form.
• Match interview with a Senior Leader for final validation in many roles.
• Optional additional steps may include a 15-minute prep call with the recruiter and a client interview.

Equal Opportunity Statement

The employer is committed to diversity and inclusion. Hiring decisions are based on qualifications, merit, and business needs.