Customer Support Agent (Calls + Email/Chat) | Shopify / Gorgias | US & Canada Brands - Contract to Hire

We are hiring experienced Customer Support Agents to support two growing ecommerce brands (US + Canada) with a strong focus on phone support in English.

This is a long-term opportunity for reliable, professional agents who are confident handling calls and providing excellent customer experience across multiple channels.

About the role

You will be supporting Shopify ecommerce stores using:

• Gorgias (tickets, email, chat)

• JustCall (inbound/outbound customer calls)

• Shopify (orders, shipping, customer info)

You should be comfortable switching between calls, tickets, and internal communication while staying organized and calm under pressure.

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Clients & Schedule

Client 1 (US-based):

• Consistent schedule (Pacific Time)

• Excellent spoken English required with clear pronunciation suitable for US customer calls

Client 2 (Canada-based):

• Flexible coverage model

• Building 24/5 or 24/7 support coverage

• May involve rotating shifts with 1–2 agents

• Flexibility with timezone and working hours required

• French-speaking agents are welcome (French + English call handling is a strong advantage)

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✅ Requirements

• Proven experience in Customer Support (ecommerce preferred)

• Experience with Gorgias, Shopify, and JustCall (or similar call tools)

• Excellent spoken and written English

• French language skills are a strong plus (for Canada-based support)

• Comfortable handling multiple calls and tickets simultaneously

• Highly reliable, responsive, and organized

• Clear communication with clients and internal teams

• Comfortable working in structured workflows and meeting performance standards

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⭐ Ideal candidate

You are someone who:

• Enjoys talking to customers and solving problems quickly

• Can stay calm and professional during calls

• Takes ownership and communicates clearly

• Is dependable and consistent in availability

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To apply

Please include:

1. Your experience with Shopify / Gorgias

2. Your call support experience (volume + type of calls)

3. Your timezone & availability

4. Languages spoken (English/French)

5. 1 minute Loom video introduction

Please include a mandatory 1-minute Loom video introduction explaining your customer support and call experience - applications without this will not be considered.

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