Customer Support Agent – E-commerce (Shopify)

Kenna LLC is a fast-growing premium merchandise, e-commerce, and logistics partner for enterprise brands. We operate branded Shopify Plus/Enterprise storefronts, product design & development, and end-to-end customer experiences on behalf of clients. 

We’re looking for a highly motivated Customer Support Agent to deliver empathetic, brand-aligned assistance across phone, email, and live chat. You’ll use tools like Gorgias or Zendesk to manage inquiries and collaborate across teams and brands to resolve issues efficiently.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and live chat.
• Communicate with customers in all channels using established brand tone & approved verbiage, while simultaneously personalizing interactions when necessary, providing a high level of customer care. 
• Use Gorgias to manage and triage support tickets including tagging, routing, and escalating when necessary.
• Troubleshoot common issues related to orders, shipping, account access, and Shopify storefront functionality.
• Coordinate with fulfillment teams and external brand stakeholders to resolve cross-brand or multi-system issues, escalating recurring issues to CS leadership.
• Act as product knowledge expert for expanding catalog of products.
• Manage ticket transfers across internal teams and partner organizations, maintaining clear records of handoffs and resolution steps.
• Assist with handling Right to Know (RTK) and Right to Delete (RTD) requests in accordance with privacy policies.

Qualifications:

• 2–3 years of experience in e-commerce customer support, ideally in a Shopify environment.
• Experience supporting phone, email, and live chat channels.
• Familiarity with Gorgias, Zendesk, or similar platforms for omnichannel ticket management. Gorgias experience preferred.
• Exceptional written and verbal communication skills with an emphasis on professionalism and empathy.
• Strong reading comprehension skills and attention to detail.
• Experience supporting multiple brands or products is a plus.
• Understanding of privacy-related support workflows (RTK/RTD) is a bonus.
• Ability to multitask and work independently in a fast-paced, remote team setting.
• Must be comfortable with executing listed responsibilities while still in development  / operating in parallel with development.