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 and detail-oriented Customer Support Specialist to deliver empathetic, brand-aligned assistance across email, live chat and phone. You’ll use tools like Gorgias or Zendesk to manage inquiries and collaborate across teams to resolve issues efficiently.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via email, live chat and phone.

• 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 storefront functionality, all within Shopify environment.

• Identify and report recurring issues to CS leadership, and coordinating with fulfillment teams and stakeholders when needed.

• Act as product knowledge expert for expanding catalog of products.

• Execute listed responsibilities while still in development / operating in parallel with development.

Qualifications and Requirements

• Minimum 3 years of experience in e-commerce customer support, within Shopify environment.
• Must have experience supporting phone, email, and live chat channels.
• Familiarity with Gorgias, Zendesk, or similar platforms for omnichannel ticket management. Gorgias experience preferred but not required.
• Exceptional written and verbal communication skills with an emphasis on clarity, professionalism and empathy.
• Strong reading comprehension skills and attention to detail.
• Ability to multitask and work independently in a fast-paced, remote team setting.
• Can easily adapt to changes in processes, policies and best practices when necessary.
• Available to work Monday thru Friday, 8am-4pm PST.