About

We’re looking for an experienced Gorgias helpdesk specialist to set up a clean, efficient email-to-ticket workflow for our small brand’s shared inbox. (3-4 people) Right now, inbound customer emails live in Gmail/Macmail — simple ones get handled fast, but anything requiring follow-up can get buried or forgotten. We messages tracked until resolution with clear statuses, templates, and automations. We also want to assign messages to different staff based on the task required. It would also be good if there was AI integration to help generate auto replies based on 4 years of past responses. You’ll lead the setup and optimization of Gorgias, integrating it with Shopify, Gmail, and Slack, and building smart automations so nothing slips through the cracks. Your tasks: • Audit our current email workflow (Gmail/Macmail →) • Configure Gorgias from scratch (email forwarding, Shopify integration, Slack notifications) • Set up ticket categories, tags, and views (Returns, Shipping, Warranty, Sales, etc.) • Build rules and automations, such as:..... • Auto-tagging by keywords (“return”, “damaged”, “order change”) • Auto-reminders if no reply in X days • “Waiting on Customer” → auto-close after 5 days • Create AI-assisted workflows using Gorgias’ built-in AI features (reply drafting, tone adjustment, summarization) • Build out reusable templates based on past emails • Train our small team with a quick reference doc or Loom walkthrough on how to use the system efficiently Ideal candidate: • Proven experience setting up Gorgias • Experience integrating with Shopify and Slack • Strong understanding of automation, ticket tagging etc • Ability to write polished, brand-appropriate canned responses • Clear communicator — can provide Loom walkthroughs or documentation