For brands, support runs Gorgias or Zendesk against your SLA — order status, refunds, exchanges, address changes — and absorbs promo-cycle volume without breaking response time.
Every Customer Support we place in e-commerce works against PCI-aware order handling and platform policy compliance. We solve the day-to-day pain DTC and marketplace brands feel most: promo-cycle volume spikes that break SLAs. They already work in Gorgias — the same stack E-commerce teams run on — so onboarding takes days, not weeks.
In the first 30 days, your Customer Support for E-commerce ships the daily ticket queue cleared (daily) and the live chat coverage (per shift), plus the recurring work that defines the role: respond to email tickets and live chat within your sla targets, and handle phone overflow and after-hours coverage with warm transfers. Your account manager runs a weekly review against the role's SOP and the e-commerce-specific checklist so quality is measured, not assumed.