Customer Service Specialist

Our client is a Denver-based direct-to-consumer specialty food marketplace, serving both DTC subscribers and wholesale accounts across the US. Their customers are curious, quality-driven eaters who care about where their food comes from — and customer service reflects that: warm, knowledgeable, and genuinely helpful.

This role is the day-to-day owner of customer support. You'll be the first point of contact for questions, order issues, and account needs — resolving what you can directly, and escalating cleanly what you can't. You'll work primarily in Gorgias (help desk) and Shopify (store), backed by a detailed internal SOP and an AI assistant you can use to find the right answer fast.

Early in the role, success looks like tickets answered promptly and accurately, order edits handled cleanly in Shopify, a clear pattern of resolving issues within your authority, and thoughtful escalations that give the next teammate everything they need to act.

Key Responsibilities...